Quality Assurance Assistant Manager -Filipino at Kels global ventures in Taguig, Philippines (full-time)

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

Account: Disability ClaimsRequired Headcount: 1Location: Taguig Philippines Work Set-up: ONSITE (Willing to work onsite in Taguig)Requirements;Experience in healthcare,specifically in Disability Claims people managementexperience 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 employeeAt least 3 years of Quality Assurance experience in the BPO setting is requiredAt least 1 year of Disability Claims experience in the BPO setting is requiredPeople management experience is requiredSenior Associate Manager-Customer Experience

Good salary Other benefits

The salary range for this position is $under 25.000

Henry mbagwu
+2349136342350
okechika.mbagwu@recruitifyhr.com
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