Quality Analyst/Lead for Customer Experience
Posted Date: 12-Oct-2017 | Closing Date: 11-Nov-2017
Job Overview
Region Province: NCR, Metro Manila
City: Taguig City
Industry: Call Center / IT-Enabled Services / BPO
Employment Type: Permanent
Position Level: 1-4 Years Experience Employee
Monthly Salary: Compensation package based on experience
Specialization: Customer Service
Educational Attainment: Bachelor's / College Degree
Work Experience: 1 year
Preferred Age: None
Preferred Gender: None
Office Location

Job Responsibilities

The Quality Lead:
Quality Lead provides guidance and direction to agents in best practice methodology using client guidelines and process. You will help drive up the customer satisfaction scores and will support in the development of existing and new hire team members.  You will work with the Team Managers to ensure that support is given on an individual basis to meet agreed internal and customer satisfaction targets.
The role will support the Quality review process by auditing an agreed number of cases per agent per day. You will be responsible for providing feedback to the Team Manager on a regular basis to support them with performance management.  You are proactive, organized and responsible and are able to work independently.

Role Responsibilities:
  • Audit an agreed % of agent cases per day.
  • Complete Quality review form and provide feedback to individual agents.
  • Provide Team Managers with regular updates for performance management.
  • Maintain statistics of all audits for analysis and reporting purposes
  • Provide regular results of audits completed with focus on continuous improvement.
  • Provide assistance, support and training materials to the local team.
  • Responsibility for the quality of new members of the team.
  • Monitor the levels of quality provided to customers using customer satisfaction feedback and internal quality.
  • Provide daily / weekly / monthly updates.
  • Participate in weekly conference calls with internal and client Quality teams.
  • Liaise with Training Specialists and Team Managers to ensure training needs are met.
  • Identify and implement initiatives to drive up Customer Satisfaction
  • Any additional responsibilities as required by the role

Job Requirements

  • Strong attention to detail, analytical skills and excellent communication are essential
  • Experience in a previous quality role would be a distinct advantage
  • Ability to maintain professionalism and confidentiality with information
  • Working as part of a team, you will be required to achieve both individual and team goals
  • Excellent communication skills with a proactive and positive approach to tasks
  • An effective team player, you will be able to work independently as well as managing projects as per your Team Manager
  • You will have a proven ability to deal with problems and solve them effectively
  • Strong multi-tasking with excellent time management skills
  • Must have the ability to work in a shift pattern


Why join us?
At Voxpro, we pride ourselves in being part of a highly motivated and capable family of dedicated professionals. We constantly invest in our employee experience to engage, acquire and retain the very best talent. When hiring, we don’t just focus on behavioral and technical competencies, but also on cultural and motivational fit.  We cherish our people and are committed to providing the tools they need to shape their dream career.  

Walk-in candidates are welcome!
Visit us at the 11th Floor, SM Aura Office Tower, 8 McKinley Parkway, Bonifacio Global City, Taguig between 10:00 AM til 4:00 PM.
Please remember to bring a copy of your resume and a valid ID.

Jump start your career with us!!

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