Quality Assurance Specialist
(Central Luzon – Clark Freeport Zone Pampanga)

Responsibilities:

Under the general supervision of the Director, performs various tasks pertinent to auditing, execution of quality monitoring programs, reporting of quality performance, and conduct of training to ensure high-quality customer service and customer experiences. Champions quality within the entire department.

* Sets target goals for quality and efficiency.

* Assists in development, implementation and maintenance of quality assurance guidelines and setting of relating policies and procedures in an effort to ensure customer/client satisfaction.

* Works closely with Team Leader to communicate daily goals and instruction

* Captures and evaluates how well customer service representatives adhere to internal policies and procedures during phone and email interactions.

* Designs, develop, and implement and oversee the quality monitoring program.

* Conducts regular satisfaction audits and improve day-to-day performance through monitoring activities particularly on quality of e-mails and telephone calls.

* Prepares quality performance reports, statistical analysis, and plans of action.

* Documents quality issues and performance measures for management review. Identifies and trends areas for process improvement.

* Collects and analyze quality data to identify issues and trends and recommend procedure or process changes. This is to include root cause analysis and other continuous improvement initiatives.

* Provide information to assist in the performance feedback of Customer Service Representative.

* Enhance the customer experience through coaching of Customer Service Representatives to world class service related to quality, procedures and regulatory guidelines.

* Use coaching and calibration sessions to regulate standards within the area and to maintain continuous improvement.

* Develops training module and conducts training on new and existing Customer Service Representatives.

Requirements:

* College Graduate

* Three or more years of call center management experience to include customer service and/or operations and quality management.

* Excellent oral, written and interpersonal communication skills.

* Detailed oriented and with exceptional listening and analytical skills.

* Strong knowledge of customer care processes and techniques. Dedication to providing exceptional customer service.

* Experience with using various Quality Management tools.

* Knowledge of Six Sigma desired

* Collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines.

* Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel)

* Ability to work in multi-task environment and ability to prioritize and organize work.

* Demonstration of high attendance level.

The company provides fixed schedule, high compensation, and dynamic work environment.

Company Name :
ELCELL CALL CENTER LTD. INC.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
#6 Philexcel Business Park 1 M. Roxas Highway, Clark Freeport Zone Angeles City 2009