Associate Quality Specialist (Alabang) | Onsite

Responsibilities :

• Execute Transaction and call monitoring in line with agreed service quality plan.
• Provide coaching and feedback to agents.
• Perform RCAs and report findings to Operations to develop actions for mitigation.
• Identify Training needs and work collaboratively.
• Participate in calibration sessions to bring about consistency in evaluation.
• Process transactions / take calls to remain hands on process domain.
• Perform process audits to ensure compliance to SOPs.
• Share audit outcomes during pre and post shift team huddles.

Requirements :