Quality Analyst | Alabang

IBEX Global Solutions (Philippines) Inc.; Muntinlupa; On-site; PHP 300,000 - 460,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Quality Coach to provide one-on-one feedback to advisors and collaborate with peers and team managers on best practices.

You will evaluate a sampling of technical support calls, ensuring compliance with client standards and contributing to advisor evaluations during client and management meetings.

Qualifications

• High School Diploma or GED.
• Preference for dual skill in mobile tech and tech.
• Exceptional performance history in the area of Quality Performance.
• Coaching experience preferred.
• Previous quality assessment experience preferred.
• Knowledge of adult learning techniques, preferred.
• Understanding of Inbound/Outbound operations desired.
• Familiarity with fundamental feedback and coaching skills is desired.
• Prior knowledge of Program Strategy is strongly desired.
• Drug Screening and Background check required.

Responsibilities

• Evaluating a random sampling of technical support calls, as well as other customer contact methods.
• Compliance to prescribed client project standards include but are not limited to: adherence to standards, accuracy, customer experience and contact handling efficiency.
• The Quality Coach is responsible for providing one-on-one feedback to advisors.
• Interfacing with peers and team managers on best practice and advisor evaluations.
• Participates in Client and Management meetings and conference calls.

Skills

Coaching experience

Adult learning techniques

Feedback & coaching skills

Inbound/Outbound operations

Quality performance history

Dual skill in mobile tech

Education

High School Diploma or GED

Job description

Overview

The Quality Coach is responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practice and advisor evaluations. Participates in Client and Management meetings and conference calls.

Responsibilities

Evaluating a random sampling of technical support calls, as well as other customer contact methods. Compliance to prescribed client project standards include but are not limited to: adherence to standards, accuracy, customer experience and contact handling efficiency. The Quality Coach is responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practice and advisor evaluations. Participates in Client and Management meetings and conference calls.

Qualifications

• High School Diploma or GED
• Preference of dual skill in both mobile tech and tech.
• Exceptional performance history in the area of Quality Performance
• Coaching experience preferred
• Previous quality assessment experience preferred
• Knowledge of adult learning techniques, preferred
• Understanding of Inbound/Outbound operations desired
• Familiarity with fundamental feedback and coaching skills is desired
• Prior knowledge of Program Strategy is strongly desired
• Written warnings within the last 6 months may be reviewed on a case by case basis.
• Drug Screening and Background check required.