Quality Analyst
(National Capital Reg – Cubao, Quezon City)

* Monitors Customer Service Representatives/Telephone Service Representatives performance to ensure proper call handling and sales skills are utilized daily.
* Documents observations and provides feedback to CSR/TSR to improve areas of opportunity and reinforce positive behavior.
* Participates in client monitoring sessions.
* Maintain understanding of programs, goals, and standards as directed by clients.
* Tracks, analyzes, and communicates results of quality initiatives to management. Offer suggestions to management for improving quality on programs.
* Assist CSR/TSR by taking or making calls to maintain ratio.
* Maintains observation forms and call center monitoring database.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 2 year(s) of working experience in the related field is required for this position.
* Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
* Applicants should be Filipino citizens or hold relevant residence status.

For more information about our company, visit our website at: http://www.apaccustomerservices.com

APAC Customer Services, Inc.
Lot 1 Cyber Park Araneta Center Cubao Quezon City 1770.
Website: http://www.apaccustomerservices.com