Lead Quality Analyst.

Gratitude Inc

565 Views

19 hours ago

2-4 Year(s)

₱ 30 - ₱ 50K p.a

Manila

Job Description

Key Skills

Well-written Auditing Tools International Call Centre Team Management BPO Skills Insurance Skills outlook good communication skills audit manager Knowledge of MS Office – Excel, PowerPoint, Word

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• Job Description :

The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits.

Conduct call assessments checks to meet SLA’s.

Provide assessment feedback to the agents.

Attend and manage calibrations with operations teams and the client.

Conduct quality audits and provide feedback to manager.

Hold regular meetings with team leaders and agents.

Ensure accurate data capturing.

Continually examine opportunities for quality improvements.

Maintain library of model documents, templates, or other reusable knowledge assets.

Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.

Document processes and identify areas for improvement.

Adapt to change quickly, in a fast-paced environment.

Prioritize and manage workflow.

Insurance Experience preferred

Proficient in MS Office (Word, Excel & Outlook)

Strong oral and written communication skills.

Anticipates customer needs and ensures that they are met.

Measures processes and performance through the customer’s eyes.

Role

QA/QC Exec.

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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