Job Description :

• 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.
• Bachelor's degree graduate or
• Experience working in the BPO Industry is a must.
• Knowledge with the 7 basic tools for Quality is an advantage
• 2-3 years of prior work experience.
• Ability to work collaboratively and effectively in remote environments.
• Eye for details Analytical Ability.
• Collaborative partnership with other teams to bring about synergies.
• Amenable to work full ONSITE in BGC Taguig.