Overview

• Salary

  80,000 PHP ~ 100,000 PHP

• Industry

  BPO / IT BPO / Call Center

• Job Description

  Step into an exciting career with a global leader in visa and consular services! 🌍✨ We are a powerhouse in delivering seamless, efficient, and customer-focused solutions worldwide. Our workplace is dynamic, fast-paced, and driven by excellence—where innovation meets opportunity. If you're looking for a company that values growth, teamwork, and top-tier performance, this is the place for you!
  
  【Responsibilities】
  Quality Monitoring & Compliance:
  ・Evaluate both voice and non-voice customer interactions to ensure adherence to client policies and procedures.
  ・Monitor agent performance, ensuring consistency and compliance with service standards.
  
  Performance & Process Improvement:
  ・Conduct one-on-one coaching and feedback sessions with agents based on audit findings.
  ・Perform Root Cause Analysis (RCA) to identify and address quality issues with corrective and preventive actions.
  ・Work closely with managers and team leaders to enhance process efficiency and overall team performance.
  
  Calibration & Reporting:
  ・Conduct calibration sessions with stakeholders, including managers and team leaders, to maintain quality consistency.
  ・Prepare and present daily/weekly reports on performance metrics, trends, and key insights.
  
  Training & Development:
  ・Identify training needs through audits and share findings with the training team.
  ・Collaborate with trainers to implement learning initiatives that enhance agent performance.
  
  Escalation & Stakeholder Management:
  ・Manage both internal and external escalations, ensuring timely resolution of quality concerns.
  ・Provide subject matter expertise on quality processes and best practices.
  
  🌟 Why Join Us?
  ✔ Competitive Compensation – Enjoy a top-tier salary and benefits package.
  ✔ Career Growth Opportunities – Be part of a team that values learning and professional development.
  ✔ Positive & Supportive Team Culture – Work in an engaging environment that fosters collaboration and success.