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EASTWOOD | Quality Specialist | Online Advertising Account

Majorel Philippines Corp, 8th and 9th Floor. Vector 3 Bldg., Quezon City, National Capital Region, Philippines Req #2877
May 18, 2022
We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Your responsibilities:

 

·         Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement

·         Maintain quality reports at Agent and Team level

·         Assist in developing and streamlining quality procedures

·         Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level

·         Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans

·         Support /jointly conduct weekly Agent Round Table with Team Manager

·         Communicate performance related indicators into the Team and back to the Management team

·         Handle customer inquiries

 

Your profile:

 

  • Minimum of 9 month of relevant work experience in Call Centre or similar business
  • Experience and knowledge of business highly preferred

·         Understanding of quality and operational KPIs

·         Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level

·         Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance

  • Strong feedback and evaluation skills; ability to motivate, support and engage
  • Good organizational, time management and prioritization skills

·         Excellent communication skills and a high focus on customer satisfaction

  • Proficient language skills in supported language and good English skills (verbal/written)
  • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
  • Preferred if candidate was previously been given tasks outside the normal agent role like apprentice, floorwalker, subject matter expert, trainer assistant, ticket auditor, rta and/or team lead/POC

Other details

  • Job Family Training/Quality
  • Pay Type Salary
Location on Google Maps
  • Majorel Philippines Corp, 8th and 9th Floor. Vector 3 Bldg., Quezon City, National Capital Region, Philippines