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Quality Analyst

iQor (Philippines), Inc. Pampanga

Jobs BPO/Call Center/ IT-Enabled Services

DUTIES AND RESPONSIBILITIES:

•Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions
•Increases effectiveness of call monitoring by calibrating with the client and management team
•Utilizes reporting to manage improvements in individual and team performance
•Manages change through effective communication support of change
•Accepts change by demonstrating a positive attitude when change occurs
•Supports the call center by participating in cross-functional meetings to give input on improvement opportunities
•Supports and communicates business goals, quality standards, processes and procedures and policies
•Administers motivational programs that include incentives, contests and team performance programs

REQUIREMENTS:

•Required skill(s): Call Monitoring and Calibration.
•At least 1 year(s) of working experience in the related field is required for this position.Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, center reporting tools and technologies
•1+ years previous supervisory experience required (call center preferred)
•Demonstrated ability to lead, coach and develop effective teams
•Results oriented with ability to manage change while creating a positive environment
•Project management experience a plus
•Outsourcing experience a plus
•Flexibility to work long and irregular hours
•Must be willing to work in Clark

ID #5833 Location Pampanga Industry BPO/Call Center/ IT-Enabled Services Type Full Time Role Quality Analyst Career Level Junior Presence Remote

Required Skills

Here’s an overview qualifications you need for this job.

Communication
Organizational
Job Related
2 Languages
tagalog/filipino (Native)
english
Understanding
Speaking
Writing

Salary & Benefits

Here’s what you get.

Full Time $ Around expected salary /Month
Benefits Medical, Miscellaneous allowance, Loans, Dental

Company Information

A Brief Overview of the Company which posted this job offer

iQor (Philippines), Inc.

Be More with iQor!

Est. In 2016 501+ People 2 Jobs

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Contact Details

iQor (Philippines), Inc. SM City Clark, Angeles, Philippines Phone: (046) 683 8673 Website: https://iqorphilippines.com Email: recruitment.ph@iqor.com https://www.facebook.com/iqorphilippinesinc/ LinkedIn Twitter
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