Alorica
Alorica

Quality Analyst | Makati and Mandaluyong  

Alorica

 
  • Makati, Philippines
    Alphaland Southgate Tower, Chino Roces Ave, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • ₱18,000.00 - ₱22,000.00 / month
    PHP
    18000
    22000
    18000
    MONTH
  • Full timeFULL_TIME

Expired 7 years ago

2017-03-30T16:00:00+00:00
Job closed.

Job Description

The position is responsible for ensuring call quality by randomly sampling production employee call, assessing performance and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees.

RESPONSIBILITIES

Performance Assessment Functions – monitor performance of new trainees and assigned production employees to assess quality of calls, service being provided, and ability to meet or exceed client goals and objectives; provide immediate constructive counseling and coaching: observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to Supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees, assess the effectiveness of training and determine the need for any additional, refresher, or supplement training for the group or identified individuals; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies.

Coaching – coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, one-on-one, and on-the-job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc.; prepare for coaching by reading and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements.

Report Generation – Prepare, and update reports in a timely and accurate manner; may prepare customized reports on a variety of performance assessment issues (i.e. quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.)

Minimum Qualifications

  • A Bachelor’s degree in any field.
  • Undergraduates should meet the below requirements:
  • At least completed 2 years in college or 2-yrs vocational graduate
  • With 2 years’ experience as voice agent or 1 year experience with QA
  • At least 1 year of working experience in the related field is required for this position.
  • Applicants must be willing to work in Makati City/Mandaluyong.
  • Preferably 1-4 Yrs. Experienced Employees specializing in Quality Control/Assurance in a BPO or Call Center environment.

KNOWLEDGE, SKILLS AND ABILITIES
The Performance Assessment Specialist will be expected to master the following to successfully perform the job:

Knowledge

  • Basic fundamentals of effective training
  • Customer service principles and practices
  • English usage, spelling, grammar and punctuation
  • Motivational training techniques
  • Principles and practices of telemarketing
  • Departmental operating procedures and policies

Skills and Abilities

  • Excellent verbal and written communication skills
  • Handle multiple concurrent tasks
  • Analyze problems, identify alternative solutions
  • work independently in the absence of immediate supervision
  • Evaluate training effectiveness
  • Work varied schedules, as assigned
  • Established and maintained cooperative working relationships

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Alphaland Southgate Tower, Chino Roces Ave, Makati, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
18 openings
Website
http://jobs.alorica.com/ph-lead-capture/

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About Alorica

Who is Alorica? It’s pretty simple, really. We’re a company that does one thing—we make lives better…one interaction at a time—for our clients, customers, colleagues and communities. And we do it by relying on our people and leveraging the process, tools and technologies needed to deliver an insanely great customer experience. Every day, we find new ways to challenge the status quo and deliver innovative solutions—and we have a pretty awesome time doing it, too. At Alorica, our focus is on creating insanely great experiences for customers—online, on the phone and through social media. We approach it from all sides; from acquisition and sales to customer care, offering a suite of world-class services including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are—including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. Our team is vast and wide, comprised of more than 100,000 employees in 150 locations across 16 countries around the globe—but we call Orange County, the land of perpetual sunshine and avocado on everything, home. We’re making lives better…one interaction at a time. We combine passionate people with powerful solutions. Join us and together let’s change the game!

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