Job Description
Performance Analysis and Quality Assurance:
• Analyze customer interaction data to identify trends and areas for improvement.
• Ensure agents adhere to company policies, procedures, and regulatory guidelines.
Feedback and Coaching:
• Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
• Develop training materials and support training programs to improve agent performance.
Reporting and Process Improvement:
• Document quality issues and performance metrics for management review.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
Collaboration:
• Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.
Essential Skills:
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Attention to detail and knowledge of call center quality metrics
• Proficiency in call center technology and quality management software
Requirements
Account: Disability Claims
Required Headcount: 1
Location: Taguig Philippines
Work Set-up: ONSITE (Willing to work onsite in Taguig)
Requirements;
Experience in healthcare,specifically in Disability Claims people management
experience and knowledge of Quality metrics.
Good at creating reports ,statistical tools.
Knowledge of MS Office – Excel, PowerPoint, Word.
3-5 years of experience in quality assurance.
Reject former Sutherland employee
At least 3 years of Quality Assurance experience in the BPO setting is required
At least 1 year of Disability Claims experience in the BPO setting is required
People management experience is required
Senior Associate Manager-Customer Experience
What we offer
Good salary
Other benefits
Benefits
- Health Insurance
Salary
The salary range for this position is under 25.000
Contact person
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