URGENT HIRING for QUALITY ANALYSTS - CEBU

Responsibilities:

Ensures that the account meets the quality monitoring goal set by the clientPerforms real time and/or historical call monitoring and provides trend data to program team leaders and managersProvides side by side mentoring and coaching to agentsDemonstrate a strong customer service orientation and takes responsibility for follow-up to ensure customer's needs and expectations are metDetermine appropriate action to be taken on customer's behalf on prescribed resolution procedures

Minimum Qualifications:

College degree of any related courseWith at least 1-2 years' Quality Assurance experience in a BPO settingAbove average verbal and written English communication skillsProficient in using MS Office applications, and any quality monitoring systemsProficient in organizing data, analyzing, and presenting performance results and trends

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.