About this role
Responsibilities:
Monitors calls and provides feedback to agents.
Partners with the training team in providing feedback that would improve the overall quality of performance.
Participates in call calibrations, monitoring with the client and the operations team.
Expert on product support, escalations, and verifications.
Coaches and develops agents on quality, customer satisfaction, and policies and procedures of the account.
Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root causes.
Generates reports and quality updates.
Provides recommendations on quality parameters and makes changes whenever necessary in consultation with Operations and Process Manager.
Defines quality parameters for agents and defines the scope of improvisation.
Performs other duties assigned.
Desired Skills & Knowledge:
At least 1 year of QA experience in a BPO company.
Excellent performance and attendance in current/previous role.
Excellent time management skills.
Good performance management skills (Coaching, conducting appraisals).
Coaching experience is highly preferred.
Ability to take instructions from management and ensure follow-up.
Strong support skills and ability to work well under pressure.
Flexibility to work various schedules.
Excellent communication skills, both written and oral.
About SVC:
Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it!
Checkout our Facebook page: www.facebook.com/selectvoicecomph
Enjoy the following benefits:
- Medical/Dental coverage (HMO) after 1 month + FREE HMO coverage for 1 dependent after 6 months
- Life insurance program
- Free weekly in-house massage
- Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
- Career development
- Service incentive leave program
- Annual salary increase based on performance
- Fun and family-like working environment
- Quarterly team outing
- Free flowing coffee and hot chocolate
- Cozy sleeping lounge and canteen plus entertainment area
- Excellent office location in Cebu IT Park
Terms and conditions apply.
How to apply:
Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.
What to prepare:
- Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
- Pen
- ID
Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).
Other facts
About SVCPH Inc.
Select VoiceCom is an Australian and American owned and operated call centre providing services from its state-of-the-art call centre and business facility in Cebu City, Philippines. Select VoiceCom was founded by an experienced team of business executives who combined their backgrounds in call centre services, information technology, and sales and marketing to help small and mid-sized businesses gain access to offshore call centre and business support services.
What you'll do
- The Quality Assurance Specialist monitors calls and provides feedback to agents while partnering with the training team to enhance performance quality. They also coach agents on quality and customer satisfaction, generate reports, and define quality parameters.
Ready to join SVCPH Inc.?
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