Job Title: Specialist, Training & QualityJob DescriptionYou Will:Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailReports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practicesParticipates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changesMaintains a strong program knowledge base; and a basic understanding of client products, services, and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)Complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goalsYou Have:Bachelor's Degree in a related field from a four-year college or university with less than one year of relevant experience preferredEffective communication skills, both written and verbalProficient in Microsoft OfficeAbility to multi-task and meet timelines on deliverableDetail-orientedOur Benefits/Perks:Health Insurance with Dental Coverage for EmployeesPaid Time offBereavement LeaveLife Insurance Group Personal Accident ProgramEmployee Assistance ProgramRecognition programsWellness Incentive ProgramLearning and Development ProgramsWork Setup: Onsite, Ayala North Exchange, Makati CityLocation: PHL Makati City - Ayala North ExchangeLanguage Requirements: English (Required)Time Type: Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the
