Team Lead/QA Specialist
Baytech BPO Corporation
- Pasig, PhilippinesUnit 2505, 25/F, Discover Center ADB Avenue, Ortigas Center, Pasig City, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Penuh waktuFULL_TIME
Ditutup.
Deskripsi Pekerjaan
Baytech BPO Corporation is currently providing an exciting opportunity for an experienced Customer Service Team Leader to be part of our growing family. This means that you will deliver the highest level of customer care, by maximizing relationships with our customers as well as taking full responsibility for staff motivation,performance management and quality monitoring.
What will be your duties and responsibilities?
- Monitor agent’s performance (output, competence and quality standard)
- Supervise the work performance and attitude of team members. Ensuring that they adheres to company and client’s standard.
- Serve as mentor and provide coaching and trainings as needed.
- Prepare, analyze and submit internal and external quality reports for management review.
- Perform and evaluate test call/email/chat.
- Provide first level analysis on quality errors and defect trends.
- Conducts Quality Assurance coaching and refresher sessions within the same day a call, email or chat was flagged
- Monitor call quality and ensure agent’s calls are align with Quality Assurance objectives and targets.
- Manage the team, including keeping detailed records of attendance and KPI.
- Create, implement and support call center initiative.
- Perform other related/assigned duties within the center.
Kualifikasi Minimum
What are we looking for?
- At least 2 years work experience as Team Leader/QA Specialist in a BPO Company.
- With experience in handling small team.
- Must have experience in call quality monitoring.
- Excellent verbal and written communication skills.
- Knowledgeable in using quality monitoring data management system (where available) to compile and track performance at team and individual levels
- Has clean record of attendance.
- Must have the ability to maintain effective time planning, organizational skills and time utilization to ensure all tasks are completed within timeframes.
- Experience in training will be an advantage.
- Willing to be on a night shift.
Fasilitas dan Tunjangan
- Paid Holidays
- Paid Vacation Leave
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Keahlian yang diperlukan
- Quality Assurance
- Customer Service
- Leadership skills
- Communication Skills
- Coaching
Ringkasan Perkerjaan
- Tingkat Posisi
- Supervisor / Asisten Manager
- Spesialisasi
- Customer Service
- Persyaratan tingkat pendidikan
- Lulus program Sarjana (S1)
- Respon rekruter ke lamaran
- Always
- Alamat Kantor
- Discover Center ADB Avenue, Ortigas Center, Pasig City
Tentang Baytech BPO Corporation
Established in 2016, Baytech BPO aims to provide our clients with solutions that actually work. The team is composed of online marketing professionals with a combined experience of over 30 years in the industry.
The rise of e-commerce websites have ballooned over the past decade and as quickly as they are created, they die out just as fast. Setting up an online business we make sure that we create a business for our clients that will actually create profit.
Frustrated by our own experience with outsourcing services, we know what it is like to be in our clients’ shoes. That gives us the edge when it comes to anticipating client needs.
With Baytech, you can be sure to get the best quality service.
Send us an email to know more about our services.