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Associate Technology Support Manager QA Alabang

Muntinlupa, National Capital Region ·  11 November (updated)

AVIK CONSULTING SERVICES PH INC.

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    Description



  • JOB DESCRIPTION

    • The primary task of the quality analyst is call monitoring and providing actionable insight.

    • Through call monitoring, a QA analyst will gather information to help improve agent performance.

    • Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our ITSS analysts who deal with our existing and potential customer.

    • Positions in this function provide technical support to the enterprise.

    • This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request

    • fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution.

    • It also includes data center construction, operations, and maintenance employees.

    • Impact of work is most often at the team level.

    Primary Responsibilities:

    • Monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, and customer service performance, and conformity to company policies and procedures.

    • Assist in developing, creating and implementing ITSS quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's

    experience

    • Participate in design of call monitoring formats and quality standards.

    • Perform call monitoring and provide trend data to site management team.

    • Use quality monitoring data management system to compile and track performance at team and Individual level.

    • Coordinate and facilitate call calibration sessions for ITSS staff.

    • Provide feedback to TSS team leaders and managers.

    • Prepare and analyzes internal and external quality reports for management staff review.

    • Perform other duties as assigned.

    • Effectively deal with people at all levels inside and outside of the Company.

    • Coordinate, supervise, and be accountable for the daily activities of business support, technical or production team or unit.

    Required Qualifications:

    • 2-3 years of Call Center experience.

    • Excellent verbal, written, and interpersonal communication skills.

    • Outstanding customer service skills and dedication to providing exceptional customer care.

    • Exceptional listening and analytical skills.

    • Solid time management skills.

    • Self-motivator and self-starter.

    • Focus on quality and customer service.

    Preferred Qualification:

    • Bachelor's degree.

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 5
  • Language(s): Tagalog ,English
  • Availability for travel: No
  • Availability for change of residence: No
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Job summary

  • Associate Technology Support Manager QA

  • Muntinlupa, National Capital Region

  • Company

    AVIK CONSULTING SERVICES PH INC.
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply