This job ad has been posted over 40 days ago...
1
applicant
Quality Assurance Specialist Job Hiring!
at Premier BPO Inc. in Philippines
Essential Job Functions:
1. Listens to recorded or live calls of Premier BPO. Call Center Representatives and evaluates the quality of customer interaction of the CCR against pre-defined Quality guidelines
2. Documents the findings through Quality Monitoring Forms providing detailed notations and comments
3. Documents Quality Infractions through Incident Report (IR) forms detailing the incident and nature of offense; issues the IR’s with monitoring form attached to the CCR in the presence of his/ her Call Center Supervisor (CCS)
4. Discusses findings to the CCR and CCS and clarifies and questions or concerns
5. Maintains objectivity in handling Quality Disputes by reviewing the call with the CCR’s Supervisor, validate the disputes against the pre-defined Quality Guidelines, and if necessary, revise the employee record according to the resolution of the case
6. Provide Call Handling Coaching tips to CCR’s in coordination with their respective Supervisors to help them improve on their Quality metrics
7. Monitors the progress of the CCR’s through follow up monitoring sessions
Knowledge, Skill, and Abilities:
1. Skilled in Proper Coaching Techniques
2. Excellent Verbal Communications
3. Excellent Listening and Analytical skills
4. Strong Customer service and selling skills
5. Knowledge in Quality Compliance Regulations
6. Proficiency in usage of MS Excel and other MSO applications
7. Must be focused, enthusiastic, energetic and innovative to meet demands of evolving reporting requirements
8. Good Analytical, Organizational and Communication Skills
9. Ability to function in a rapidly changing and evolving work environment
10. Able to handle multiple tasks and has keen attention to details
11. Ability to build rapport and business relationships with colleagues
Education and Experience:
1. At least 1 year experience working in a Call Center Industry in Quality Assurance
2. Extensive knowledge in compliance and FCC regulations
3. Strong verbal and written communication skills REQUIRED
4. Ability to work with minimal supervision.
5. Willing to work in Eastwood City, Libis
1. Listens to recorded or live calls of Premier BPO. Call Center Representatives and evaluates the quality of customer interaction of the CCR against pre-defined Quality guidelines
2. Documents the findings through Quality Monitoring Forms providing detailed notations and comments
3. Documents Quality Infractions through Incident Report (IR) forms detailing the incident and nature of offense; issues the IR’s with monitoring form attached to the CCR in the presence of his/ her Call Center Supervisor (CCS)
4. Discusses findings to the CCR and CCS and clarifies and questions or concerns
5. Maintains objectivity in handling Quality Disputes by reviewing the call with the CCR’s Supervisor, validate the disputes against the pre-defined Quality Guidelines, and if necessary, revise the employee record according to the resolution of the case
6. Provide Call Handling Coaching tips to CCR’s in coordination with their respective Supervisors to help them improve on their Quality metrics
7. Monitors the progress of the CCR’s through follow up monitoring sessions
Knowledge, Skill, and Abilities:
1. Skilled in Proper Coaching Techniques
2. Excellent Verbal Communications
3. Excellent Listening and Analytical skills
4. Strong Customer service and selling skills
5. Knowledge in Quality Compliance Regulations
6. Proficiency in usage of MS Excel and other MSO applications
7. Must be focused, enthusiastic, energetic and innovative to meet demands of evolving reporting requirements
8. Good Analytical, Organizational and Communication Skills
9. Ability to function in a rapidly changing and evolving work environment
10. Able to handle multiple tasks and has keen attention to details
11. Ability to build rapport and business relationships with colleagues
Education and Experience:
1. At least 1 year experience working in a Call Center Industry in Quality Assurance
2. Extensive knowledge in compliance and FCC regulations
3. Strong verbal and written communication skills REQUIRED
4. Ability to work with minimal supervision.
5. Willing to work in Eastwood City, Libis
Published at 16-09-2011
Viewed: 130 times
Viewed: 130 times