Transcom Philippines
French (Canadian) Speaking Quality Assurance Specialist
(National Capital Reg – Pasig City)

Responsibilities:

* The primary purpose for this position is to monitor, listen, record and evaluate Customer Services Representatives phone calls according to the defined rules and processes. To improve customer satisfaction and to act proactively by providing instant feedback to the Supervisors regarding the Customer Service Representatives.
* The successful incumbent will provide feedback and recommendations for campaign process improvements and to facilitate improvements in call quality.
* The selected candidate will be responsible for: escalating defined issues via the Quality Escalation Tandim, conducting oneself in a positive and professional manner and continuously striving to improve effectiveness, efficiency and add value to NuComm as a whole.

* Key Result Areas:
* Ensuring Customer Services Representatives are evaluated and an instant feedback is given so the mistake is not repeated or recognition for success is provided.
* Keeping up with the pace of change by researching the latest products and software.
* Listening and evaluating Customer Services Representatives phone calls in regular times every week.
* Entering phone calls and evaluating results to database by using the relevant program(s).

Requirements:

* Candidate must possess at least a Vocational Diploma / Short Course Certificate or Bachelor’s/College Degree in any field.
* Required language(s): EngliCandidate must possess at least a Bachelor’s/College Degree in any field.
* Required language(s): English and Candian French.
* Applicants must be willing to work in Pasig City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Preferably 1-4 yrs experienced employees specializing in Call Center Quality Assurance
* Full-Time positions available.
* At least 6 months of working experience as QA Specialist or at least 1 year as TSR/CSR in the call center environment is required for this position.
* Knowledge, Skills, and Experience:
* Advanced level of computer literacy on MS IE, XP and Excel.
* Excellent written and oral command of required languages
* Technical Call Center experience
* Excellent telephone manner and communications skills
* Knowledge on training needs analysis and content development
* Desirable – Able to work in different shifts within 7 days/24 hours service time.sh, French
* At least 1 year(s) of working experience in the related field is required for this position.
* Preferably 1-4 Yrs Experienced Employees specializing in Quality Control/Assurance or equivalent.
* 2 Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.

Transcom Asia
4th Flr. Transcom Center Bldg.(across Tiendesitas),
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2400 ext. 38115/38112
hrmnl@nucomm.net