Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel.
TheQuality Specialistevaluates individual staff performance by regular monitoring/coaching on a daily base driven by a daily/weekly and monthly target.
Your responsibilities:
•Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
•Maintain quality reports at Agent and Team level
•Assist in developing and streamlining quality procedures
•Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level
•Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans
•Support /jointly conduct weekly Agent Round Table with Team Manager
•Communicate performance related indicators into the Team and back to the Management team
•Handle customer inquiries
Your profile:
•Minimum of 9 month of relevant work experience in Call Centre or similar business
•Experience and knowledge of business highly preferred
•Understanding of quality and operational KPIs
•Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level
•Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance
•Strong feedback and evaluation skills; ability to motivate, support and engage
•Good organizational, time management and prioritization skills
•Excellent communication skills and a high focus on customer satisfaction
•Proficient language skills in supported language and good English skills (verbal/written)
•Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
•Preferred if candidate was previously been given tasks outside the normal agent role like apprentice, floorwalker, subject matter expert, trainer assistant, ticket auditor, rta and/or team lead/POC
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.
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