Quality Auditing Senior Analyst
JobsAvenuePH
Descrição do Trabalho
Benefícios
Derivações
Permissão de refeição
Recompensas e reconhecimento de funcionário
Bônus de desempenho, Programa de reconhecimento de funcionário
Benefícios gerenciados pelo Governo
Pagamento no décimo terceiro mês, Fundo Pag-Ibig, Feriados Pagos, Saúde, SSS/GSIS
Saúde e Bem-Estar
Seguro de Deficiência, Seguro de saúde, Seguro de Vida, HMO
Benefícios de Habilidades
Desconto do funcionário, Quartos de Dormir
Desenvolvimento Profissional
Programa de Mentorship
Tempo de desligamento e Saída
Deixamento de ressonância, Maternidade e licença de paternidade, Licença parental, Férias Deixadas
Descrição:
- We are seeking an experienced Quality Assurance (QA) Supervisor to lead our QA team in monitoring, evaluating, and enhancing customer interactions.
- This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.
- Oversee the QA team in evaluating inbound and outbound calls, chat, and email interactions.
- Develop and implement quality assurance strategies to enhance customer service performance.
- Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
- Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
- Generate and analyze QA reports to identify trends, areas for improvement, and best practices.
- Ensure compliance with industry regulations, company policies, and performance metrics.
- Conduct regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
- Lead process improvement initiatives to enhance efficiency and customer satisfaction.
Requisito
- Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
- Strong leadership skills with experience in managing and mentoring a QA team.
- Excellent analytical and problem-solving skills to identify and address performance gaps.
- Proficiency in QA tools and call monitoring systems.
- Exceptional communication and coaching skills to provide constructive feedback.
- Knowledge of industry compliance standards and customer service best practices.
John Christopher Briagas
OwnerJobsAvenuePH
Ativo hoje
Local de trabalho
Alorica Recruitment Hub, Tech Zone Building. 1203, 7071 Malugay, Makati, 1203 Metro Manila, Philippines
Postado em 03 March 2025
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