Data Auditor

Alta Resources (Philippines) Corporation; Metro Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Alta Resources (Philippines) Corporation is seeking a Data Auditor to provide professional, quality service and sales support for existing or prospective customers. This role involves monitoring calls, coaching, and collaboration with client teams, plus contributing to daily, weekly, and monthly reports and data analysis for process improvements.

The ideal candidate holds a Bachelor's degree with at least one year in a call center, strong communication, data entry accuracy, and the ability to

Qualifications

• Bachelor's Degree required.
• At least one year of call center experience required.
• At least six months experience as quality assurance representative or escalation handling.
• Proven ability to learn complex program and product knowledge.
• Experience navigating multiple software applications in a Windows environment while talking to customers via headset.
• Efficient data entry with fast, accurate typing.
• Polished phone demeanor and strong verbal/written communication.
• Ability to stay composed in high-tension situations and multitask with minimal supervision.

Responsibilities

• Review and correct accuracy of subject code and product code per client standards.
• Deliver high quality customer service and support with professional communication.
• Handle escalated consumer contacts following guidelines and procedures.
• Assist with quality control and data accuracy of staff interactions and reports.
• Maintain paperwork and records to ensure accurate data entry in CRM and client systems.
• Meet performance metrics and support team lead in motivating the team.
• Achieve client and team deadlines in a fast-paced environment.
• Update product knowledge and provide client updates and reporting as needed.
• Build relationships with client and Alta stakeholders to support operations.
• Recommend improvements to management for service/product/process enhancements.

Skills

Communication skills

Data entry

Multitasking

Typing speed

PC software proficiency

Education

Bachelor's degree

Job description

About the role

The Data Auditor position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will support a customer Care Representative team as well as work with an Alta's client in many facets. This position will monitor calls and provide call coaching, conduct interactions with the client and will be utilized in the launch and training of new hires and/or product/services. This position will assist with daily, weekly and monthly reports, analysis of data that is collected, and suggesting improvement opportunities. Close communication with the Alta's leadership and client will be necessary to ensure the program's success.

Key responsibilities

• Review and correct accuracy of subject code and product code in accordance to the client's service standard and requirement.

• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.

• Handles escalated (sensitive, urgent and particularly unusual) consumer contacts by following established guidelines and procedures or exception to these under direction of Alta's guidelines and client procedures.

• Assists with quality control and data accuracy of staff's customer interactions, complete and audit reports, monitor call flow and queue activity.

• Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate entry of data in CRM, client systems, and other technology as needed.

• Consistently meet performance expectations and assist Team Lead in motivating and encouraging team members to achieve goals.

• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment.

• Takes the initiative to obtain and consistently upgrade product knowledge.

• Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.

• Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.

About you

• Bachelor's Degree required.

• At least one year of call center experience required.

• At least six months experience as either quality assurance representative, senior customer service representative or subject matter expert handling call escalation required.

• Proven ability to learn quickly complex program and product knowledge.

• Experience working on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset required.

• Keying data entry efficiently and accurately with proficiency in typing/keyboard required.

• Polished phone demeanor, tone and etiquette required.

• Excellent interpersonal, verbal and written business communication skills.

• Ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis.

• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multitask effectively and execute tasks with minimum supervision.