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Supv Quality | Palawan

Req ID#:  85981

Puerto Princesa, PH

Supv Quality | Palawan

Operations

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

 

 

 

Supv Quality | Palawan


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