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Job Summary
Company Name
Locations
Metro Manila
Keywords / Skills
Quality Assurance; Quality, QA, QC
Education
Bachelors/ Degree
Function
Customer Service/ Call Centre/ BPO
Role
• Quality Assurance/ Control
• Other Customer Service
Industry
• Customer Service
• ITES/BPO
Posted On
14th Aug 2013
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Quality Specialist/Supervisor/Manager
Currently This Job Is Not Live.
Job Description
  • Monitor and evaluate the different types of contacts handled by production employees (real time and recorded)
  • Provide accurate, timely and verifiable reports on all monitoring and evaluations done
  • Provide immediate and constructive feedback observed
  • Maintain high level of production knowledge.
  • Closely coordinate production employees’ performance with the team supervisors.
  • Perform random listening sessions to assess the quality performance of the production employees and provide immediate feedback.
  • Escalate issues or any situation that could adversely impact the quality of service provided to the clients.
  • Participate in internal/external calibration sessions, ensuring follow-up on any concerns that may occur and reporting any areas of concern to the Quality Manager
  • Review the effectiveness of training and determine the need for any additional refresher or supplemental training for the production employees.
  • Closely monitor the call quality and communication skills of the production employees and determine the need for special communication or soft-skills training.
  • Develop action plans to address identified trends and resolve issues to better improve processes and procedures in a timely manner.
  • Establish a good working relationship with the team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.
  • Other duties as may be assigned from time to time.
Key Skill(s)
QA
QC
About Company
Pacific Business Group Limited is the customer service arm of a highly successful newsletter publishing operation with its Head Office situated in Hong Kong, and having affiliates in the Asia-Pacific Region.
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