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Quality Specialist and Training

Operations

Salary: Competitive

Location: Manila, Philippines

Posted: 18 Dec 2018

Main Purpose of the role

The Quality Specialist & Training Backup to integrate Training & Quality Assurance team within the Product & Service group where it will be responsible for ensuring the efficiencies of Quality to Customer Service Agents and to fulfil their coaching and training needs.

Key Accountabilities

The purpose of the role is to fulfil quality evaluations for Customer Services team, provide feedback to the agents and training sessions whenever required to. The day to day will consist of:
  • Complete and log quality evaluations forms (phone/email)
  • Participate in Calibration sessions with leadership team
  • Prepare training materials and deliver sessions whenever required
  • Provide feedback and coaching when required. 
Required skills
  • Able to work independently, with minimum supervision with strong analytical capabilities with customer-focused mindset.
  • Working proficiency in English and great ability to communicate clearly and concisely, applied to coach & developing agents.
Supporting skills
  • Skilled in internal processes, incidents and product "know how".
  • Proficient in data analysis and reporting.
  • Language skills will be a plus.
Personal qualities
  • Team player, able to work in the multi-cultural environment;
  • Focused on Quality and coaching;
  • Detail conscious, highly organised and methodical with a strong work ethic.
  • Pro-active, comfortable in a fast-paced, intense and demanding environment.
  • Innovative and inspiring.
  • Approachable.
Experience                   
  • 1+ year minimum as a Customer Service Agent or other.
  • Certifications in Coaching, Training or Quality certifications is a plus.
Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties