BPO Quality Evaluator - Makati Site

2022-09-26 菲律宾161
行业Services职位Customer Service
招聘部门招聘人数若干
工作地区Metro Manila (NCR)Makati工作性质Full Time
性别要求Male婚姻要求No marital status restrictions
学历要求Open to all levels工作经验不限
年龄要求18岁以上待遇水平24000-30000PHP/月
更新日期2022-09-26有效期至Valid for a long time
职位申请

职位描述

Essential Functions/Core Responsibilities 

·       Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

·       Reports 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 practices

·       Participates 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 changes

·       Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies

·       Participate 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 documents

·       Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile

·       Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred

·       Effective communication skills, both written and verbal

·       Proficient in Microsoft Office

·       Ability to multi-task and meet timelines on deliverables

·       Detail-oriented

·       Career framework Role 

·       Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

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公司介绍

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Concentrix is a multi-awarded CX (Customer Experience) Solutions Company that prides itself on being FANATICAL towards its clients and staff. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations with the help of our exemplary pool of talented individuals. First established in the Philippines in 2007, Concentrix has since grown to become the LARGEST private employer in the country with the biggest footprint of about 100,000 employees. Known as ICT Philippines’ Best Company and Employer of the Year, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable CX insights. We are committed to going the extra mile in caring for YOU. With a culture that celebrates innovation and unparalleled support for each one's individuality, our staff is immersed in an environment that's conducive for their exceptional performance and growth. We are Different by Design. Apply now and #JoinCNXC