.At least 3 year-experience in developing and implementing quality assurance programs in a call center environment.Knowledgeable in management in the BPO or similar industry.Must be amenable to shifting schedules.Proficiency in Microsoft Office applications including Excel, PowerPoint and Word.Exceptional motivational, interpersonal and customer service skills; Demonstrated leadershipskills.Dependability regarding completion of assignments and attendance.Excellent oral, written and interpersonal communication skill.Ability to solve problems quickly and independently while working in a fast-paced environment.Experience persuading audience and front line employees to support new initiatives.Exceptional listening skills.Intermediate to advanced reporting skills.Excellent ability to identify and analyze data for trends.Experience in providing performance feedback.Amenable to work onsite (Ortigas, Pasig City & Gilmore, Quezon City)Amenable to work on a shifting schedule, weekends and holidays.Job DescriptionDevelops and initiates standards and methods for audits, testing, and evaluation.Assists the quality assurance associates and trainers in developing and maintaining the procedures and work instruction guide.Establishes program to evaluate precision and accuracy of performance measurement.Ensure quality monitoring is done to improve overall quality performance across the project based on the quality standards.Providing feedback and coaching based on quality audits, complaints and buyer / seller satisfaction remarks to improve on their communication and overall quality performance.Training CSR's on soft skills ticket handling and communication skills.Providing report and analysis on quality and CSATProvide analysis/audits to identify areas of dissatisfaction that did not meet pre-established performance standards of the venture.Create analysis on the scrubbed CSAT tickets and Quality Deep Dive Ensuring contact reason categories are tagged correctly.Generating process and guidelines for agent's to adhere.Attending calibration and meetings to ensure requirements are at par.Training agents on new implementations and process changes.Analyze the root cause of issue and able to design action plan.Document Contact Center quality concerns and trends for procedural changes, recommendations and training.Provide information to assist in the performance feedback (from TL to Agents) and to increase motivation concerning Contact Center quality concerns and CSAT.Manage BPO performance to achieve KPI in Quality and CSAT and overall quality management.Other duties as assigned.Functions:Responsible in planning daily and weekly operational activities and adjusted strategies to achieve SLAs within available and budgeted constraints.Responsible for delegating work, monitoring and coordinating the department functions to meet the deadlines required by client and operations
