To monitor and evaluate the quality of inbound telephone calls/chat/email; to document quality issues and performance measures for management review; and to provide information to assist in the feedback and formal education process of agents

Conducts daily monitoring and scoring of customer calls/email/chat received by agents and trainees by listening to agent calls and entering call specific data into QA application to assure that proper procedures and protocols are followed while providing each agent with constructive feedback, both positive and negative, for each call handled to ensure conformance to quality standards

Recommends remedial/corrective action to agent thru the TL based on QA findings by conducting one-on-one coaching/counseling with PSRs to help them address their areas of weaknesses

Prepares weekly data analysis report for voice, chat, email on failures in correct resolution and what are the common reasons for quality failures/process adherence; and recommends remedial actions

Attends weekly QA meeting and meeting with superior to get updates, information, and feedback on product support performance and on work related matters.

Candidate must possess at least a Bachelor's/College Degree , Engineering (Others) or equivalent

Required language(s): English

At least 1 year(s) of working experience in the related field is required for this position.

Applicants must be willing to work in Eastwood City,Libis.

Preferably 1-4 Yrs Experienced Employees specializing in Quality Control/Assurance or equivalent

10 Full-Time positions available