About this role
Job Title:
Specialist, Training & Quality
Job Description
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
Location:
PHL Makati City - SLC
Language Requirements:
Time Type:
Full time