Quality Evaluator in Bacolod

Quality Evaluator – Bacolod (P186)
(Bacolod City)
Responsibilities:

* Sample and evaluate end-user transactions (i.e. telephone calls, e-mails, web, fulfillment, etc) for accuracy and conformance to Quality standards.
* Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis
* Achieve departmental productivity requirements (e.g. number of calls monitored per month on schedule, number of emails evaluated, etc.)
* Facilitate and/or participate in calibration sessions with Quality Leadership staff, Convergys personnel and clients
* Facilitate remote call monitoring sessions as needed
* Maintain forms and definitions documents
* Participate in performance improving task forces with Account Management and clients
* Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend change
* Demonstrate mastery and comprehension of client’s quality standards
* Facilitate program specific internal calibration sessions
* Participate in program management monitoring sessions
* Demonstrate proficiency with respect to the client specific sales/service proces
* Use precision monitoring standards. Ability to transition between program call types, Inbound/Outbound, as needed
* Maintain current understanding of program strategies while process monitorin
* Proficiency in use of Quality reporting databases
* Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , Post Graduate Diploma / Master’s Degree, Professional License (Passed Board/Bar/Professional License Exam), Post Graduate Diploma / Master’s Degree, any field.
* Required language(s): English
* Proficiency with various software applications such as Microsoft Word and Excel.
* Minimum 1-2 years experience in a professional telephone customer service environment
* Previous front-line experience on the program being supported is preferred.
* Working knowledge of applicable customer contact systems (phone, e-mail, and web).
* Ability to use the e-talk quality systems and use quality system tools (charts, graphs, etc.)
* Process Improvement knowledge/analytical skills preferred
* Previous quality assessment experience required.
* Effective oral and written communication skills
* Team-oriented and Self Motivated
* Applicants must be willing to work in Bacolod City.

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