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  • Description


    - will be responsible for assessing the quality of the performance of our call center

    associates who deal with our existing and potential customer.

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

    - will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

    - Participates in design of call monitoring formats and quality standards.

    - Performs call monitoring and provides trend data to site management team.

    - Uses quality monitoring data management system to compile and track performance at team and individual level.

    - Performs monitors of customer care email responses.

    - Participates in customer and client listening programs to identify customer needs and expectations.

    - Coordinates and facilitates call calibration sessions for call center staff.

    - Provides feedback to call center team leaders and managers.

    - Prepares and analyzes internal and external quality reports for management staff review.

    - Perform other duties as assigned.


    - 2-3 years Call Center Experience

    - Bachelor Degree

    - Excellent verbal, written and interpersonal communication skills;

    - Outstanding customer service skills and dedication to providing exceptional customer care;

    - Must be self-motivator and self-starter;

    - Focus on quality and customer service;

    - Exceptional listening and analytical skills;

    - Solid time management skills;

    - Creative ability & writing proficiency;

    - Ability to multitask and successfully operate in a fast paced, team environment;

    - Must adapt well to change and successfully set and adjust priorities as needed;

    - Must be proficient with Microsoft Office (intermediate Word, basic Excel);

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 4 years of experience
  • Language(s): English
  • Knowledge: Accountability for mistakes and errors, Communication and persuasion, Coaching, Performance optimisation
  • Availability for travel: Yes
  • Availability for change of residence: Yes

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Job summary

  • Quality Assurance Coach

  • Makati, National Capital Region

  • Company

  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply