BPO Quality Specialist with SALES experience - Pasig

Foundever®; Pasig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Foundever® is seeking a Quality Assurance Analyst to monitor contact center activities and ensure adherence to processes while driving customer satisfaction and first call resolution.

You will review calls and non-voice interactions, verify tool usage, complete monitoring forms, and store results in the database for reporting. You’ll provide actionable insights to managers to coach teams toward quality improvements.

Responsibilities

• Meeting contact center weekly and monthly goals.
• Monitoring associates’ quality of phone and non-voice interactions, as well as tool usage to ensure high customer satisfaction and first call resolution.
• Monitoring associates’ compliance to business rules and processes, and reporting them for feedback.
• Reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified.
• Completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting.
• Reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports.
• Providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams.

Job description

Job Description:

• Responsible for meeting contact center weekly and monthly goals.
• May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution.
• May be responsible for monitoring associates’ compliance to business rules and processes, and reporting them for feedback.
• May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified.
• May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting.
• May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports.
• Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams.

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.