Majorel Clark | Quality Specialist - Search Engine Advertising

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

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.