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Quality Assurance Specialist (English & Spanish)

30 days ago: transcosmos Information Systems Limited

Job Description

SUMMARY OF RESPONSIBILITIES

  • Oversee all aspects of quality assurance including contact monitoring, evaluation and calibration scoring
  • Provide coaching, training and development to contact center agents along with Team Leader
  • Educate agents, supervisors and managers on Quality Assurance process
  • Track and identify reoccurring problems and service opportunities
  • Analyze quality and performance trends to provide recommendations for improvement
  • Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
  • Determines call / chat / email quality standards by studying inbound calls/ chats /emails; conducting test chats.
  • Verifies call / chat /email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Provides feedback to management by monitoring contacts; participating in help sessions.
  • Contributes to team effort by accomplishing related results as needed.

REPORTING RESPONSIBILITIES

Responsible to: Q

Other relationships: To gain the confidence and respect of your colleagues and customers

PERSONAL RESPONSIBILITIES

Developing yourself

  • Actively and continuously develop professional and personal skills, business awareness and orientation to the bigger business picture.
  • Seek opportunities to strengthen own knowledge, skills and experience
  • Adapt positively and quickly to changes in the working environment
  • Seek new approaches, ensuring you do not persist with ineffective behaviors

Problem Solving

  • Think expansively and view situations from multiple perspectives
  • Draw exhaustively upon diverse sources for ideas and inspiration
  • Choose solutions that are in line with business objectives

FUNCTIONAL RESPONSIBILITIES

Use of Resources

  • Ensure your awareness and that of the team of all processes, procedures, and technical documentation relevant to your department
  • Ensure that you have the necessary resources, including people, information, hardware, software, and system access for team to effectively perform their role
  • Immediately escalate to the manager if you identify any short comings in your resources
  • Ensure that any channels of escalation are utilised in line with the defined processes and procedures and that any issues with these are highlighted to your manager

ADDITIONAL RESPONSIBILITIES

  • Ensure you have a complete understanding of the Merlin quality procedures
  • Awareness of Health and Safety within your area
  • Awareness of the Merlin Staff Handbook
  • Awareness of Merlin's values and objectives
  • To provide proactive ideas, input or advice when appropriate, or necessary, to your manager
  • Act professionally and competently as a team leader and take on the responsibility to highlight any issues within the company you have concern with to your manager
  • It is the responsibility of a team leader to report back to the manager for advice and direction if there are any issues on a day-to-day basis with the responsibilities defined
  • Undertake additional tasks as requested by your manager

Requirements

QUALITIES REQUIRED FOR THE ROLE

Personal Qualities

  • Highly customer focused with a good understanding and working knowledge of the services provided by your department
  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
  • Ability to motivate and drive a team of people to provide high level managed services
  • Ability to earn the respect of internal and external customers, colleagues, and management
  • Flexible, adaptable and able to work to tight deadlines
  • Self-motivated
  • Excellent organisational skills
  • Good attention to detail
  • Ability to build effective working relationships at all levels
  • Excellent problem solving skills
  • Ability to apply creativity to resolving problems
  • Good leadership skills
  • Good problem solving skills
  • Ability to apply creativity to resolving problems
  • Prepared to work varying and unsocial hours


Language

  • The tasks and responsibilities described here shall be provided in English and Spanish

Benefits

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward our staff with great benefits including:

  • Competitive compensation packages
  • HMO/Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • And much, much more!
SUMMARY OF RESPONSIBILITIESOversee all aspects of quality assurance including contact monitoring, evaluation and calibration scoring Provide coaching, training and development to contact center agents along with Team Leader Educate agents, supervisors and managers on Quality Assurance process Track and identify reoccurring problems and service opportunities Analyze quality and performance trends to provide recommendations for improvement Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings Determines call / chat / email quality standards by studying inbound calls/ chats /emails; conducting test chats. Verifies call / chat /email handling results by measuring skills in use of scripts, product knowledge, service ability,...

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