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Senior Associate

Location Philippines, Philippines
Sector
Job Type Permanent
Salary Negotiable
Published 28 days ago
Start Date ASAP
Contact David Garrick
Job Ref HTS653_1566896920

Job Description

Grafton Recruitment is currently seeking a Senior quality associate to join our client based in the Philippines.

Responsibilities:

  • Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with on-time/immediate feedback to the floor.
  • Coordinates and facilitates call calibration/training sessions for call center staff.
  • Publishes quality trends, feedback and improvement / enhancement reports to Episource team.
  • Conduct quality monitoring and coaching
  • Deal tactfully and courteously with clients
  • Produce Quality reports and dashboards such as TNI, Pareto etc.
  • Drive process improvement and ensure process compliance.
  • Contribute to the development of the short and long term goals of the process.
  • Ensure quality and CSAT targets are met at all times.
  • Drive first call resolution and quality initiatives in the program.

Skillset

  • Excellent oral, written and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Intermediate level of knowledge in MS-Office
  • Works accurately and with an eye for details

Requirements

  • Minimum 6 months experience as a QA in both inbound and outbound projects
  • Preferred: Candidate must possess at least a Bachelor's/College Degree, any field

For further information please submit your CV via the link. Please note that only candidates who meet the essential criteria will be considered.

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