Quality Coordinator
Quality Coordinator (National Capital Reg - Quezon City)
Quality MonitoringØ
• Performs real time and/or historical call monitoring and provides trend data to program team leaders and managers.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
• Participates in design of call monitoring formats and quality standards.
• Participates in internal and client calibration sessions.
• Participates in the Monthly Quality Review with QC team leader and program team leaders. • Performs other duties as may be assigned by the program team leaders and account managers.
Agent Performance ManagementØ
• Provides side by side mentoring and coaching to agents.
• Conducts coaching sessions or one on one at least one a week (frequency determined by QC with the agent’s performance ranking as basis).
• Provides factual, constructive and immediate feedback to agents directly and/or routed to the team leaders and account managers.
• Provides actionable data to various internal support groups as needed.
DocumentationØ
• Weekly quality monitoring results provided by account’s Quality team are tallied and sent to team leaders
• Records coaching sessions on below standard calls. These sessions are done within the same day the call was flagged.
• Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be.
• Additional Reports include: meeting minutes and calibration report.
Doing the WorkØ
• Takes calls for a minimum of 40 hours per month, and is subject to the same SLA as that of an agent.
Candidate must possess at least a Bachelor's/College Degree in any field.
Required skill(s): MS Word, Excel, Powerpoint.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Quezon City.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably 1-4 Yrs Experienced Employees specializing in Sales - Telesales/Telemarketing or equivalent.
• Should have gained mastery of call handling skills and have a strong customer service orientation.
• Should have a thorough knowledge of program support processes.
• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point.
• Excellent oral, written and interpersonal communication skills
• Resourceful and can work under pressure
• Exceptional analytical and listening skills
• Attentive to details and is results-oriented
• Should possess a high level of initiative thinking of ways to improve the quality monitoring process and address current issue(s) faced by assigned program
• Willing to stay extra hours to complete quality monitoring reports.
• Good interpersonal skills and can work in a team environment.
4 Full-Time positions available.
website: www.sykes.com
Quality MonitoringØ
• Performs real time and/or historical call monitoring and provides trend data to program team leaders and managers.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
• Participates in design of call monitoring formats and quality standards.
• Participates in internal and client calibration sessions.
• Participates in the Monthly Quality Review with QC team leader and program team leaders. • Performs other duties as may be assigned by the program team leaders and account managers.
Agent Performance ManagementØ
• Provides side by side mentoring and coaching to agents.
• Conducts coaching sessions or one on one at least one a week (frequency determined by QC with the agent’s performance ranking as basis).
• Provides factual, constructive and immediate feedback to agents directly and/or routed to the team leaders and account managers.
• Provides actionable data to various internal support groups as needed.
DocumentationØ
• Weekly quality monitoring results provided by account’s Quality team are tallied and sent to team leaders
• Records coaching sessions on below standard calls. These sessions are done within the same day the call was flagged.
• Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be.
• Additional Reports include: meeting minutes and calibration report.
Doing the WorkØ
• Takes calls for a minimum of 40 hours per month, and is subject to the same SLA as that of an agent.
Candidate must possess at least a Bachelor's/College Degree in any field.
Required skill(s): MS Word, Excel, Powerpoint.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Quezon City.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably 1-4 Yrs Experienced Employees specializing in Sales - Telesales/Telemarketing or equivalent.
• Should have gained mastery of call handling skills and have a strong customer service orientation.
• Should have a thorough knowledge of program support processes.
• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point.
• Excellent oral, written and interpersonal communication skills
• Resourceful and can work under pressure
• Exceptional analytical and listening skills
• Attentive to details and is results-oriented
• Should possess a high level of initiative thinking of ways to improve the quality monitoring process and address current issue(s) faced by assigned program
• Willing to stay extra hours to complete quality monitoring reports.
• Good interpersonal skills and can work in a team environment.
4 Full-Time positions available.
website: www.sykes.com
Labels: Sykes Asia Inc.
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Friday, February 1, 2008.
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