Trainer | QA
Unity Communications
- Bacoor, Philippines182 , Molino Blvd, Bacoor, Cavite, PhilippinesBacoorCavitePhilippinesPhilippines
- Full timeFULL_TIME
Expired 2 years ago
2022-09-04T16:00:00+00:00Job closed.
Job Description
- Directly reporting to the Call Center Operations Manager
- Partner with Assistant Call Center Managers and Team Leads to ensure agents meet corporate and partner Key Performance Indicators (KPIs)
- Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
- Maintain department reporting of QA scores and trending
- Collaborate with the Operations team to establish a positive team environment that supports and reinforces best-in-class customer service practices
- Manage productivity goals, staffing, scheduling, and daily tasks
- Provide program and agent performance reporting, including statistical analysis and reporting
- Maintain proper documentation of call performance and associated corrective measures as applicable
- Coordinate issue resolution for all levels of escalated issues
- Make recommendations to the Operations Manager and Management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
- Lead calibration sessions and breakout training sessions as needed
- Support new hire and on-going QA training initiatives as needed
- Stay up to date on new products, procedures, and marketing initiatives as well as with Ad hoc projects
- Perform other duties as assigned
Minimum Qualifications
- At least 3 to 5 years’ experience in the BPO QA Field and Environment
- Can create Training Manual or Training Modules
- Experience in QA a plus
- Experience with monitoring voice, email, and chat interactions Experience with Telco, eCommerce etc is an advantage
- Can conduct Root Cause Analysis (RCA)
- Ability to drive results and lead team to excellence
- Ability to adapt to changing organizational and operational needs
- Proficient with computer applications including Word, Excel, Outlook, and PowerPoint along with Google Applications
- Knowledge of relevant regulatory requirements
- Strict attendance adherence
- Excellent verbal, written and interpersonal communication skills with all levels of management
- Organized and able to create multiple timelines and schedules
- Strong analytical and problem-solving skills
- Must be self-motivator and self-starter Able to multitask, prioritize, and manage time efficiently
- Excellent leadership, team building, and management skills
- Encouraging to team and staff; able to mentor and lead
- High regard for compliance standards, quality process and excellence
- Creative ability & writing proficiency
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office applications
- Must have excellent attention to detail
- Sound judgment and effective evidence-based decision-making skills
- Customer service oriented
- Must be amenable to flexible schedule
- Must be amenable to a hybrid setup
- Zero to minimal training needed, must be ready to hit the ground running
- Must be resourceful and able to learn independently
- Very knowledgeable and comfortable using different customer interaction channels (Phone, email, chat, social media etc.)
- Has a positive and bubby personality
- (BPO experience)
Perks and Benefits
Paid Vacation Leave
Paid Sick Leave
Medical / Health Insurance
Paid Holidays
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Education and Training
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Molino Blvd
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About Unity Communications
We are a call center and BPO that specializes in helping companies grow and concentrate on their strengths. Our center specializes in sales support, customer service, and administration tasks that many companies are struggling with.
As an award winning sales and support organization we specialize in acquisition, retention, and new product strategies that many companies large and small are launching. While at the same time we enjoy working with startups to help build their brand and get their businesses off the ground. With our ability to source many sales initiates to drive growth, our unique approach has fuel double digit growth for many of our partners.
Our model is very unique and is designed to generate growth while saving overhead for many many different types of industries and organizations.
Every company needs the right partners to help their businesses run smoothly and efficiently. We would love a chance to provide the below services for you.
- Customer Service
- Outbound / Inbound sales
- New Acquisition
- Lead Generation
_ Retention Strategies
- Administration Support
- Virtual Assistant