Specialist, Training & Quality

Concentrix


Date: 1 hour ago
City: Makati City
Contract type: Full time
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

You Have

  • 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

Our Benefits/Perks

  • 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

Work Setup: Onsite, Ayala North Exchange, Makati City

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