Quality Assurance | Pasig | Bpo

Job Description:
RESPONSIBILITIES Responsible for meeting contact center weekly and monthly goals May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams Minimum Qualifications:
WORK EXPERIENCE One to two years customer service experience Minimum six (6) months of previous call center experience Minimum of six (6) months on campaign(s) for this company with demonstrated high quality performance EDUCATION College graduate required KNOWLEDGE / SKILLS / ABILITIES Strong PC and office software skills Excellent verbal and written communication skills Strong customer service and interpersonal skills Basic facilitation, research, and problem-solving skills preferred, but not required Strong attendance record and ability to maintain personal metric goal Basic knowledge of MS Excel and ability to produce basic reports