Rainmaker Asia – Quality Development Specialist

Quality Development Specialist
(National Capital Reg – Makati City)

Responsibilities:

* Conduct live (or recorded) voice and/or audit of calls handled by agents.
* Audit other electronic transactions (i.e. email, chat, reports, etc.), if applicable
* Give feedback to phone representatives (and ASs) for defects found and commend those with zero defects
* Monitor and verify if corrective actions are implemented and effective
* Participate in root-cause analysis of quality issues and regularly discuss corrective and preventive actions with operations management
* Assist in product re-training and up-training to agents as required and monitor effectiveness of said training
* Generate audit checklist whenever a checklist is not provided by the client
* Determine if a newly trained agent will be certified for a particular account
* Calibrate quality scores with clients’ if applicable and participate in client meetings and conference calls
* Compile and track quality performance highlighting trends to operations management
* Recommend changes to processes, technology, scripts, etc to improve effectiveness and productivity
* Monitor telecom line quality and floor background noise
* Provide trend analysis and agent-level performance report to client and account stakeholders on a regular basis

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 1 year working experience in the related field is required for this position.
* Proficient with spreadsheets and word processing software
* Excellent verbal and written communication skills
* Ability to effectively persuade others to follow protocol and drive change
* Analytical and problem solving skills
* Excellent Customer Service and Troubleshooting skills.
* Applicants must be willing to work in Makati City.

Rainmaker Asia Inc.
9F BPI Buendia Center, Sen. Gil Puyat Ave. Makati City -.
Website: http://www.rmkr.com/