Quality Assurance | Pasig | BPO

Sitel Philippines inc.

  • Pasig, Philippines
    , Ground Floor e-Life Digital Zone, Eton Cyberpod Corinthian-Ortigas, EDSA corner Ortigas Avenue, Quezon City, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
  • Full time
Posted 4 days ago and deadline of application is on 30 Dec
Recruiter was hiring 9 hours ago

Quality Assurance | Pasig | BPO

Sitel Philippines inc.

Job Description

RESPONSIBILITIES

  • Responsible for meeting contact center weekly and monthly goals
  • May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution
  • May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified
  • May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting
  • May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports
  • Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams

Minimum Qualifications

WORK EXPERIENCE

  • One to two years customer service experience
  • Minimum six (6) months of previous call center experience
  • Minimum of six (6) months on campaign(s) for this company with demonstrated high quality performance


EDUCATION

  • College graduate required

KNOWLEDGE / SKILLS / ABILITIES

  • Strong PC and office software skills
  • Excellent verbal and written communication skills
  • Strong customer service and interpersonal skills
  • Basic facilitation, research, and problem-solving skills preferred, but not required
  • Strong attendance record and ability to maintain personal metric goal
  • Basic knowledge of MS Excel and ability to produce basic reports

Jobs Summary

Job level
Fresh Grad / Entry Level
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Always 
Office Address
G/F One Julia Vargas Ortigas Home Depot Complex Julia Vargas Ave., Pasig City
Industry
Business Process Outsourcing
Vacancy
30 openings
Website
http://www.sitel.com

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About Sitel Philippines inc.

We are Sitel, part of the Acticall Sitel Group. We are one of the world’s leading outsourcing providers of customer experience management and we would like to share something with you - our promise of experience. Experience is everything at Sitel. It’s what sets us apart from the rest. Whether we’re dealing with a simple account query or creating an entire customer management strategy, we collaborate with our clients, we share our expertise, we build trust, and create strong customer relationships; adding value through our key brand attributes: knowledge sharing, a people first culture, global strength combined with local flexibility, and operational excellence. Sitel is the leading business process outsourcing (BPO) call center provider; as ranked by the Black Book of Outsourcing, a Datamonitor company. Sitel’s 60,000 associates provide clients with a predictable and measurable return on their customer investment by building customer loyalty, increasing sales and improving efficiency. The company has been awarded by the International Information and Communications Technology (ICT) Awards as 2008 BPO Company of the Year and by the Philippine Economic Zone Authority (PEZA) as 2010, 2009 and 2005 Outstanding Employer for its exemplary performance in job generation. Do you believe in what you do? Can you feel it? Do you have what it takes? How strong is your commitment? These are the types of questions we encourage our 57,000 associates to ask themselves every day. They are thinkers, doers, believers, achievers, leaders... You can sum up the Sitel culture in three words: Vision. Passion. Purpose. These words are the heart of Sitel and embody everything we do. For more information, please visit www.sitel.com.
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