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You Will:
Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices
Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintains a strong program knowledge base; and a basic understanding of client products, services, and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
You Have:
Bachelor's Degree in a related field from a four-year college or university with less than one year of relevant experience preferred
Effective communication skills, both written and verbal
Proficient in Microsoft Office
Ability to multi-task and meet timelines on deliverable
Detail-oriented
Our Benefits/Perks:
Health Insurance with Dental Coverage for Employees
Paid Time off
Bereavement Leave
Life Insurance Group Personal Accident Program
Employee Assistance Program
Recognition programs
Wellness Incentive Program
Learning and Development Programs
Work Setup: Onsite, Ayala North Exchange, Makati City