Quality Advocates (Makati/Pasig)) en Pasig a Startek

Fecha de solicitud: 11/8/2022

Resumen del empleo

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Descripción del empleo

Quality Assurance Specialist – Responsible for the monitoring and evaluating of production agents call behaviors to ensure quality standards and client specifications are met.

 Monitors and evaluates production agents call behavior performance according to quality specifications and requirements.

Maintains accurate quality data for call behavior performance documentation.

Measures, reports and calibrates team and call center performance on a daily, weekly, and monthly basis.

 Advises and coaches Supervisors on monitoring effectively and in accordance with guidelines.

 Calibrates quality scores of Team Leaders and agents, and provides constructive feedback on areas of improvement (e.g. evaluation of coaching effectiveness in achieving quality goals).

 Maintains contact with account management and representatives on areas of improvement.

 Participates in team meetings, taking a proactive role in communicating with other team members to encourage process and training improvement.

 Creates, develops, and implements quality programs and competitions to promote quality initiatives

 Gives constructive feedback in oral and written form.

 Conducts both observation and back-office audits as pertinent to line of business.

  Provides quality assurance support to new supervisors; acts as quality assurance liaison with Training and Operations Departments.

Delivers quality module to new agents as needed.

 Coaches Quality Advocates and projects at a specific engagement center location. Responsible for managing productivity, quality and performance goals for direct reports. Provides coaching and development to ensure individual and team performance goals are met. Is a business partner to the engagement center operations leadership team in order to increase Engagement Specialist and overall team and engagement center performance, facilitating behavioral-based coaching through effective call quality measurement and calibration. Accountable to meeting goals for QA team productivity and quality of work as well as demonstrating effective partnership with engagement center operations leadership for performance improvement of engagement center Engagement Specialists. Acts as a partner and a resource by providing insights best practices and other information and trends to assist in the feedback and formal development process of individuals taking customer calls. Remains current on quality advocate program(s) and job knowledge, as well as company and Customer Care policies, processes, and procedures and communicates changes and overall alignment of Quality program with Client and Enterprise strategy.

Requerimientos del empleo

Ø Demonstrated leadership skills to effectively develop and lead a high performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution and handling difficult customer situations in a proactive and positive manner.

Ø Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems.

Ø Demonstrated coaching and counseling skills used to effectively develop high performing employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness.

Ø Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.

Ø Takes on all issues, challenges and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.

Job ID: HR2022130

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