Teleperformance Clark | Quality Specialist for B2B Account
Majorel
- Angeles City, Pampanga
- Permanent
- Full-time
- Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, the Client and employees
- Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager;
- Propose process change with recommendation to mitigate any negative impact to different metrics;
- Establish rapport and effective working relationships with Quality Delivery Manager and business owners in order to understand account specific.
- Participate in and or lead company projects and developmental meetings.
- Coordinate and/or participate in client calibration sessions
- Conduct Process and Agent Level Transaction Monitoring
- Ensure consistent application of the quality process/system.
- Facilitate Quality training and/or initiatives
- Diagnosis continuous improvement opportunities applicable to account, workgroup and department.
- Utilize common process methodology for process improvement.
- Develop and maintain quality reports at agent, team, and call center level
- Develop and streamline Quality procedures.
- Provide written and verbal feedback to leadership, the client and agents on evaluations and process improvement recommendations.
- Superior written and verbal communication skills and presentation skills.
- Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
- Self-motivated
- Performance-oriented
- Ability to build rapport and work effectively with all levels of management and clients.
- Analytical skill
- Must be able to handle multiple projects simultaneously & be receptive to change
- Strong knowledge of the applicable client account is required
- Strong Customer Service/Retention/Sales/ Technical Support skills.
- Proven Past Performance Associated With Current Quality guidelines
- Flexible to work any shifts within department hours of operation.
- 2 or 4 year degree in related field from an accredited four-year college or university with some related work experience, preferred
- 2-4 Years of relevant call center experience
- High school diploma or equivalent work experience required
- 6 months experience on the applicable client account required