Training and Quality Supervisor for Giga

Concentrix Philippines; Pasig; On-site; PHP 279,000 - 424,000; Full time

Job summary

Concentrix Philippines is seeking a Quality Assurance professional to monitor, evaluate, and audit a sample of inbound/outbound calls, chats, and emails. The role requires at least one year of relevant experience in the BPO/CS industry and a bachelor’s degree.

You will report results to quality leadership and stakeholders, participate in calibration sessions, assist in internal audits, maintain the knowledge base, and support initiatives that drive metrics for balanced scorecards and

Qualifications

• Bachelor’s degree in a related field with at least 1 year of relevant experience.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office.
• Ability to multitask and meet deadlines.
• Detail oriented.

Responsibilities

• Monitor, evaluate, and audit calls, chat, and email.
• Report evaluation results to business stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Assist in internal quality audits to improve processes.
• Maintain knowledge of client products and program strategies.
• Support quality task forces with stakeholders.
• Meet departmental productivity targets for monitored calls and emails.
• Keep phone time up to date for programs.
• Contribute to maintaining forms and legends documents.
• Support management review of key drivers and metrics that drive balanced scorecards and profitability goals.

Skills

Communication skills

Multitasking

Attention to detail

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Essential Functions/Core Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Minimum 1 yr relevant experience to position (BPO/CS Industry)
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with at least one year of relevant experience or same capacity
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented

* Terms and Conditions Apply.