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 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

Good salary

Other benefits

We are an agency dedicated to matching the most suitable candidates with available job vacancies.