Specialist, Training & Quality
Concentrix
Date: 2 weeks ago
City: Makati City
Contract type: Full time
Job Title:
Specialist, Training & Quality
Job Description
You Will:
Location:
PHL Makati City - Ayala North Exchange
Language Requirements:
English (Required)
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
R1587215
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
- 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
- Health Insurance with Dental Coverage for Employees
- Paid Time off
- Bereavement Leave
- Life Insurance Group Personal Accident Program
- Employee Assistance Program
- Recognition programs
- Wellness Incentive Program
- Learning and Development Programs
Location:
PHL Makati City - Ayala North Exchange
Language Requirements:
English (Required)
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
R1587215
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
SCM Assistant -Order and shipping (Contract)
OMRON Group,
Makati City
2 days ago
About OMRONFounded in 1933, OMRON has come a long way since and has evolved to become an organization committed to creating new social values. Today, In the APAC region, OMRON has a strong presence in Industrial Automation, Healthcare, and Device & Module Solutions. Let’s begin the exciting journey of Shaping Future 2030 together with us!Short DescriptionJob ResponsibilitiesProvide support and assistance...
Junior Data Analyst - Governance Data (Open to New Graduates)
ISS | Institutional Shareholder Services,
Makati City
3 days ago
Let’s be #BrilliantTogetherISS STOXX is hiring! We are seeking aspiring Junior Data Analysts to be part of our Manila Governance Data Team!ResponsibilitiesSearch for, collect and verify data (of basic and intermediate levels of complexity) for companies under his/her assigned market based on current collection methodologies and acceptable sourcesAttend to internal/client queries and requests to ensure data captured is aligned with...
Senior Executive - Supply Chain Planning
OMRON Group,
Makati City
4 days ago
About OMRONFounded in 1933, OMRON has come a long way since and has evolved to become an organization committed to creating new social values. Today, In the APAC region, OMRON has a strong presence in Industrial Automation, Healthcare, and Device & Module Solutions. Let’s begin the exciting journey of Shaping Future 2030 together with us!Job SummaryThe Senior Executive - Supply...