Ltc Quality Coach (Quality Analyst)

Ltc Quality Coach (Quality Analyst)



Ilocos Norte



Ltc Quality Coach (Quality Analyst)

Details of the offer

Quezon CityAre you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Job Description
A Call Quality Coach evaluates a selection of calls for each CSR/CSP on a monthly basis, deliver coaching and regular feedback sessions to develop individual performance improvement plans in relation to providing quality service. He/she also communicates with the business unit for any quality improvements and development programs.
Evaluate calls and transactions for accuracy, completeness and adherence to company policies and compliance.
Provide assessment results and feedback through regular coaching sessions with CSRs
Perform monthly remote and/or side-by-side monitoring for Customer Service Staff
Analyze and report audit trends and suggest improvements to the Business, leadership and training teams
Share insights and suggestions to update and/or create quality documentation and materials
Communicate changes and updates to Quality Standards
Manage Quality campaigns and initiatives to deliver business results
Conduct regular call calibration sessions to staff
Provide floor/call/escalation support when necessary
Demonstrates skills in utilizing MS Office applications and relevant business tools: Excel, Word, Power Point, Verint, knowledge-based tools, SharePoint, video and meeting conferences applications
Keen on details and result-oriented
Estimates tasks and strives to complete them on time with minimal errors; escalates appropriately
Demonstrate proficiency in various Call Center systems, applications, and tools
Shows strong decision-making abilities, critical thinking and problem solving skills
Ability to work independently with minimal supervision. Leverages available tools and resources in researching required client information.
Acts as subject matter expert providing consultation and coaching for the team
Champions the Customer Centric culture, and proactively find ways to improve the team’s call quality performance
Exhibits strong professional attitude and client service orientation; creates positive interactions with customers and colleagues
Shows solid understanding of the MBPS Operations Standards related to Quality/Transaction monitoring
Adept at data collection, summarization and analysis of MBPS’ basic metrics, and provides sound recommendations/solutions
Adept at data collection, summarization and analysis of contact center basic metrics
Demonstrates flexibility in the face of ambiguous situations, shifting demands, and challenging work environments. Uses diplomacy and tact to resolve difficult situations. Escalates more serious issues to management
Maintains a high degree of confidentiality and judgment in dealing with sensitive business and staff performance information
College or University graduate with at least one-year work experience in call center industry (JH Long Term Care)
Should not have any attendance issues or any disciplinary action in the past 6 months
Above average Quality and NPS scores in current post from the last 6 months
Meet job expectations and pass all performance metrics in his/her current unit in the past 6 months
Demonstrate proficiency on Microsoft applications such as Excel, Word and Power Point
Excellent interpersonal and communication skills in English; demonstrated ability to compose grammatically correct, clear and concise verbal and written communication
Solid experience Customer Service industry
Comprehensive knowledge of Business Unit products and services
Familiarity with using Verint system is an advantage
If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of December 31, 2018, we had over $1.1 trillion (US$794 billion) in assets under management and administration, and in the previous 12 months we made $29.0 billion in payments to our customers.Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Source: Jobs4It


  • Call Center - Customer Support / Telephonist


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