Quality Evaluator – Quezon City (K20)

Quality Evaluator – Quezon City (K20)
(Quezon city)

RESPONSIBILITIES:

-Facilitate and/or participate in calibration sessions with Quality Leadership staff, Convergys personnel and clients.
-Facilitate program specific internal calibration sessions.
-Facilitate remote call monitoring sessions as needed.
-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
-Participate in program management monitoring sessions.
-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.).
-Determine process control and efficiencies) and recommend changes
-Use precision monitoring standards.
-Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard.

REQUIREMENTS:

-Minimum of a college degree in business administration, economics or a related field
-Minimum of three (3) years of work experience with a minimum of eighteen (18) months of call center online experience
-Minimum of 1 year QA experience in a voice program
-Excellent verbal communication (clear, crisp speech, good command of English Language)
-Good keyboard typing / PC skills (at least 40 wpm)
-Excellent judgment and decision making skills
-Mathematics skills, including but not limited to the ability to calculate and / or re-rate consumer bills
-Mastery and comprehension of client’s quality standards
-The ability to transition between program call types, Inbound/Outbound, as needed.
-High attention to detail
-Ability to overlap skills

Location :
Convergys 1 Building 6796 Ayala Ave. cor. Salcedo St. Legaspi Village Makati City 1200

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