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  • Description

  • 1. Participates in design of call monitoring formats and quality standards;

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

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

    4. Performs monitors of customer care email responses;

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

    6. Provides actionable data to various internal support groups as needed;

    7. Coordinates and facilitates call calibration sessions for call center staff;

    8. Provides feedback to call center team leaders and managers;

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

    10. Perform other duties as assigned.

  • Requirements

  • Minimum education level: Senior high school
  • Years of experience: 1
  • Language(s): English
  • Knowledge: Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Numbers, Time Management
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Quality Assurance Specialist

  • Davao del Sur, Davao Region

  • Company

    Siblings International Business Solutions (SiBS)
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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