Quality Specialist for Outbound Account
(National Capital Reg)
RESPONSIBILITIES:
Implements procedures for the Sales Verification and Monitoring for each program after determining the specific needs of the program through discussions with the Account Manager and/or Operations Manager, Training Manager and IT Manager.

* Monitors the productivity of the Quality Department.
* Ensures that client and internal monitoring standards are clearly understood, documented and being followed.
* Makes sure unacceptable calls or sales (from monitoring and tape auditing results) are followed up with the appropriate corrective action.
* Verifies that all agents’ quality files are intact and that monitoring requirements are in compliance.
* Develops a team approach amongst Operations, Account Management, Information Technology, and the Training Department in their respective facilities.
* Reviews any problems in the departments and ensures appropriate solutions are implemented.
* Addresses client complaints.
* Ensures proper education of Quality Department employees.
* Troubleshoots program issues with respect to education, script, agent quality, and performance to make recommendations for improvement.
* Ensures sales are being spot-audited on a regular basis to ensure compliance.

REQUIREMENTS:

* At least 6 months experience in coaching a team of international sales reps
* Prior experience as an international outbound agent
* Proven track record in sales / telemarketing
* Excellent English communication skills
* Openings for both an early morning shift and evening shift

OneWorld Connections Inc. 37th Floor The Orient Square F. Ortigas Jr. Ave (Formerly Emerald Ave.) Ortigas Center,Pasig City
Email: recruitment@oneworldconnections.com
Walk in applicants are also welcome between the hours of 9am-5pm