QUALITY SPECIALIST
QUALITY SPECIALIST
(Southern Tagalog)
Responsibilities:
* Meet daily, weekly and monthly monitoring goals in order to provide detailed, timely and accurate evaluations for each of the support team members (CSRs, DSRs, TSEs, Finance, Marketing, etc)
* Facilitate calibration sessions (both internal and external)
* Sets and spearheads clear process improvement plans. Explores possible improvements to the department’s quality assurance key initiatives.
* Coordinate with business partners and process owners in updating call/ work flows, processes and quality guidelines
* Provide effective coaching to agents.
* Coordinate and assist Training and Operations in agent development during the “academy bay” or on-boarding period
* Communicate QA feedback issues to operations Team Leaders & Manager. Coordinate closely with team leaders and/ or managers on quality performance management
* Act as subject matter experts on product knowledge and program updates, facilitating hand-off of feedback for training requirements (module updates, refresher courses or remediation)
* Help motivate the Operations by using creative strategies to keep enthusiasm and quality momentum high.
* Guide team leaders through quality tools and how to use them effectively for performance management
* Track end customer feedback and be able to recommend solutions or create action plans to address them
* Takes the lead in Quality Improvement Key Initiatives in accordance to specified business objectives
* Maintain high level of professionalism and objectivity
* Other duties as required by business needs
Requirements:
* Graduate of Bachelor degree in related field
* With minimum 1 year experience in quality/ transaction monitoring (BPO/ call center industry setting) exclusive of 6 months experience as a Call Center Representative
* Experience in feedback management to agents on areas of improvement
* Excellent Telephone Manner and Outstanding written and oral English communication skills
* Required skill(s): MS Office (Excel, PowerPoint, Word).
* Hands on knowledge of Statistical and Quality tools.
* Must have the ability to prepare accurate, concise and clear reports.
* Must be patient and results-oriented.
* Must have excellent analytical and coaching skills
* Strong interpersonal skills
* Can work under pressure with minimal supervision.
* Willing to adapt to any changes with regards to work, shifts, and any additional task needed by the business.
* Team-player
* Applicants should be Filipino citizens or hold relevant residence status.
* Full-Time positions available.
Sunpower Philippines Mfg. Ltd.-Shared Services Organization
100 East Main Ave., Phase 4, Special Economic Zone Laguna Technopark, Binan Laguna 0423