Customer Experience Assessors and Team Lead
(National Capital Reg – Taguig City)

Responsibilities:
1. CUSTOMER EXPERIENCE ASSESSOR

• Listen to and objectively measure and assess agent calls based on pre-defined evaluation criterion
• Provide Team Leaders and campaign management with accurate notes on calls analysed
• Develop appropriate coaching and training feedback so that campaign management are able to provide agent with process, product and/or systems coaching
• Identify high level analytical and anecdotal trends, and appropriately convey the trends through weekly and/or ad-hoc meetings and/or reports to the campaign management
• Perform call calibration sessions with other Customer Experience Analysts, and discuss any variances in call evaluations in an open forum
• Build rapport with campaign management
• Ensure Corporate Policies and Procedures are adhered to
• Ensure Business Management System policies and procedures are adhered to
• Ensure Occupational Health and Safety policies and procedures are adhered to
• Ensure Security policies and procedures are adhered to

2. TEAM LEAD

* Responsible for managing a team of Customer Experience Assessors (CEA) handling transaction monitoring and improvement initiatives / projects
* Ensure that CEAs consistently hit their required metrics and quota of transactions monitored
* Analyse trends in accuracy misses and over-all performance of agents in terms of quality
* Coordinate with Operations and Training to improve quality of agents on the floor
* Review Quality parameters and make changes whenever necessary in consultation with Operations
* Facilitate calibrations / do client interfacing
* Assist in preparing Quality Improvement Plans
* Help Operations with the necessary quality tools and how to use them effectively
* Provide guidance and leadership to CEAs
* Update progress on operations and improvement initiatives / projects
* Assist in aligning quality initiatives for achieving business objectives.
* Contribute in new initiatives for quality and to understand the effectiveness of current ones

Requirements:
CUSTOMER EXPERIENCE ASSESSOR

* Candidate must possess at least a Bachelor’s/College Degree in any field
* Experience with MS Office Suite- Word, Excel, Outlook & PowerPoint
* Minimum of 12 mos. call center experience, demonstrating a high level of call quality
* Proven track record of sales performance and/or sales training
* Willing to work in Taguig City.

TEAM LEAD

* Candidate must possess at least a Bachelor’s/College Degree in any field
* At least 1 year supervisory/managerial experience in Quality is required for the position
* Background in handling a Telecommunication or Customer Service account
* Required skill(s): MS Excel ;Preferred skill(s): CSAT knowledge
* Hands on knowledge of statistical and quality tools
* Tactical thinking skills
* Has experience in managing call center metrics
* Greenbelt Six Sigma Trained/ Certified is preferred
* Willing to work in Taguig City.

Salmat Philippines, Inc.
Company Address: Warehouse No. 9, Sunblest Realty Compound West Service Road, SSH, Cupang Muntinlupa City 0000
Fax: 809 3759
Industry: Consumer Products / FMCG
Type of Company: Private Limited Company, Local Based Company