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Quality Analyst - Call Monitoring Alabang Muntinlupa 14K Negotiable

Call Monitoring Alabang Muntinlupa 14K Negotiable

Muntinlupa, National Capital Region ·  7 August (updated)

Strategic Networks, Inc.

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11 reviews
  • Description

  • • Strong attendance record and ability to maintain personal metric goals.

    • Experience in a Quality Analyst role preferred

    • Excellent verbal and written communication skills required.

    Summary of Primary Job Responsibilities:

    • Responsible for monitoring associate phone quality and tool usage to ensure high level of customer satisfaction and first call resolution.

    • May be responsible for completing monitoring forms including comments detailing associate performance saving all results in the database for review.

    • May be responsible for conducting customer satisfaction surveys for all clients and service types participating in the customer satisfaction process and monthly reporting for all areas using Excel and Survey Tracker to produce reports.

    • Responsible for making recommendations for quality improvements for manager/supervisor to coach their teams.

    • Required skill(s): strong leadership skills with the ability to manage large groups of people., strong verbal/written communication and facilitation skills., solid experience demonstrating successful customer relationship management., demonstrated knowledge of contact center operations and customer support., demonstrated knowledge of the technology industry & general business management., Ability to analyze processes & enact change to achieve business goals..

    • Required language(s): English

    • At least 1 year(s) of working experience in the related field is required for this position.

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Language(s): Tagalog ,English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Quality Analyst

  • Muntinlupa, National Capital Region

  • Company

    Strategic Networks, Inc.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply