Minimum requirements:
- Applicants must be willing to work and relocate to Clark, Pampanga
- Applicant must be a Filipino citizen or have a relevant residence status
- High School Diploma / GED required (College Degree preferred)
- Must have at least one year experience as Quality Assessor
- Good English communication skills
- Ability to speak and write in Mandarin, Cantonese or Korean language is a plus
- Interpersonal ability, team management, telephone and customer service skills.
- Proficient in Microsoft Office applications i.e. Word and Excel.
- Strong verbal and written English is a must. Spoken Arabic or any other foreign language would be an advantage.
Key Responsibilities and Accountabilities
- Liaise with relevant departments across the business to identify areas for quality improvement internally. Suggest procedure, process or training solutions as appropriate.
- Implement quality criteria, standards and processes to ensure understanding and influence motivation in individuals and teams to achieve the desired quality levels. This criteria, standards and processes will be developed in conjunction with the Call Centre Manger (Dnata).
- Work with the Contact Centre management team and other Contact Centre staff to devise and implement quality standards and processes covering all internal and external customer interactions.
- Regularly review agent and contact centre assessment criteria to ensure fit for purpose and in line with commercial objectives. Ensure that any criteria and quality standard documentation is up to date and calibrated across the contact centre using version control.
- Performance Quality Evaluations with coaching and feedback to Contact Centre Agents as outlined in the Quality Manaual
- Perform regular quality audits within the Contact Centre to ensure calibration of quality standards is being achieved, and make recommendations on changes based on the findings of these audits.
- Produce quality monitoring reports and feedback results on trends and coaching opportunities to the Contact Centre management teams, and make recommendations based on the findings.
- Identify training needs along with training department and carry our training gap analysis. Work closely with training to develop effective and relevant training plans.
- Be accountable for Change Management within the Contact Centre, both in terms of communicating and implementing quality standards and quality process related changes.
Job Type: Full-time
Salary: Php25,000.00 - Php30,000.00 per month
Ability to commute/relocate:
- Clark Freeport Zone, Pampanga: Reliably commute or planning to relocate before starting work (Required)
Experience:
- at least 1 year experience as Quality Assessor (Preferred)
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