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Quality Coach

Req ID#:  109969

Baguio City, PH

Quality Coach

Operations

SUMMARY OF RESPONSIBILITIES

  • Implement, support, and manage practices for assuring that quality and processes adhere to standards and internal quality audits
  • Coordinate control plans and action plans to achieve expected results
  • Lead, mentor, and develop team members to promote quality awareness and implement quality programs and initiatives
  • Facilitate or lead quality training on quality management tools
  • Scrub, analyze, and present Quality and Customer Satisfaction (CSAT) data
  • Has a dual role: maintain maximum Quality and ensure highest motivation within their own Quality Team as well as ensure Quality and keeping the process agents motivated
  • Ensure customer satisfaction through monitoring agent interaction with the customer
  • Ensure that the Customer Service Representatives (CSRs) are updated regarding new products, processes, and services launched by the company
  • Manage a Quality team to ensure effective monitoring and evaluation of the representatives on a regular basis
  • Device systems to identify opportunity areas of individual agents and ensure proper feedback via Quality e-mails, instant feedback, counseling, short coaching, and training requirements
  • Gain, verify, and impart (train) product/process knowledge to the agents through to achieve maximum consumer satisfaction
  • Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed
  • Conduct calibration sessions between the Quality team members and team leaders to ensure efficient and effective communication of customer wants and needs
  • Prepare different reports in line with the company objectives, including Daily Quality Score report, Performance Improvement Initiative reports and Monthly Quality Report
  • Develop new ideas to improve overall quality in the process

 

 

WORK EXPERIENCE

  • Minimum of two years in similar role as people manager, or more than two years of Quality experience demonstrating knowledge of call center operations, goals, and processes

 


EDUCATION

  • College graduate required

 

KNOWLEDGE / SKILLS / ABILITIES

  • Strong PC and office software skills
  • Excellent verbal and written communication skills required
  • Strong customer service and interpersonal skills
  • Strong people management skills
  • Research, analytical, and problem solving skills
  • Knowledge and effective use of quality management processes and tools
  • Ability to work well independently or within a team

ABOUT US

 

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

 

SUMMARY OF RESPONSIBILITIES

  • Implement, support, and manage practices for assuring that quality and processes adhere to standards and internal quality audits
  • Coordinate control plans and action plans to achieve expected results
  • Lead, mentor, and develop team members to promote quality awareness and implement quality programs and initiatives
  • Facilitate or lead quality training on quality management tools
  • Scrub, analyze, and present Quality and Customer Satisfaction (CSAT) data
  • Has a dual role: maintain maximum Quality and ensure highest motivation within their own Quality Team as well as ensure Quality and keeping the process agents motivated
  • Ensure customer satisfaction through monitoring agent interaction with the customer
  • Ensure that the Customer Service Representatives (CSRs) are updated regarding new products, processes, and services launched by the company
  • Manage a Quality team to ensure effective monitoring and evaluation of the representatives on a regular basis
  • Device systems to identify opportunity areas of individual agents and ensure proper feedback via Quality e-mails, instant feedback, counseling, short coaching, and training requirements
  • Gain, verify, and impart (train) product/process knowledge to the agents through to achieve maximum consumer satisfaction
  • Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed
  • Conduct calibration sessions between the Quality team members and team leaders to ensure efficient and effective communication of customer wants and needs
  • Prepare different reports in line with the company objectives, including Daily Quality Score report, Performance Improvement Initiative reports and Monthly Quality Report
  • Develop new ideas to improve overall quality in the process

 

 

WORK EXPERIENCE

  • Minimum of two years in similar role as people manager, or more than two years of Quality experience demonstrating knowledge of call center operations, goals, and processes

 


EDUCATION

  • College graduate required

 

KNOWLEDGE / SKILLS / ABILITIES

  • Strong PC and office software skills
  • Excellent verbal and written communication skills required
  • Strong customer service and interpersonal skills
  • Strong people management skills
  • Research, analytical, and problem solving skills
  • Knowledge and effective use of quality management processes and tools

Ability to work well independently or within a team

Quality Coach


Job Segment: Quality Manager, Call Center, Quality, Customer Service

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