customer service performance, and conformity to company policies and procedures.
This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall
customer experience.
In addition, product listing outputs will also be evaluated.
**Responsibilities**
- Participates in design of QA monitoring formats and quality standards for data annotation
activities and tasks
- Use quality monitoring data management system to compile and track performance at team and individual level
- Participates in client improvement programs to identify program needs and expectations
- Performs data annotation monitoring then provide data trends to site management team
- Coordinates and facilitates calibration sessions for client and QA staff
- Provides feedback and recommendation to team leaders and managers
- Provide recommendations on identified critical and non-critical errors to agents through coaching sessions or focus group discussions
- Generate comprehensive performance reports on evaluations in a daily, weekly and monthly basis which will include assessment sampling, defects, QA scores, etc.
- Prepares and analyzes internal and external quality reports for management staff review
- Perform other duties as assigned
**Experience**
- At least 3 years' experience in the BPO QA Field and Environment
- Experience with Product Listing and Channel Advisor Tool are an advantage
- Any certification is an advantage including Facilitation Skills, Quality Auditor, Quality
Improvement and/or Quality Management; Six Sigma is a plus
- Experience with real-time evaluation of Product Listing
- Can conduct Root Cause Analysis (RCA)
- Knowledge of Quality Tools, Concepts and Methodologies
- Knowledge of relevant regulatory requirements
**Job Types**: Full-time, Permanent
**Salary**: Php23,000.00 - Php25,000.00 per month
**Benefits**:
- Opportunities for promotion
- Pay raise
Schedule:
- 8 hour shift
Supplemental Pay:
- 13th month salary
**Experience**:
- Quality Assurance: 3 years (preferred)
- BPO: 2 years (preferred)