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• Reviews and monitors daily/weekly Reports, Remote Tracking Reports, and QA Focus Reports.
• Develops and maintains quality monitoring processes, procedures and tools (monitoring forms, statistical reporting, schedules, and assignments) that support Operational Standards and meet client criteria
• Meets with QA Specialists regularly to review shift plans, quality items, report issues, and to design plans for the center.
• Consults with Operations Manager and QA Specialists on any quality issues on focus and non-focus programs and any average or below remote sessions.
• conduct Remote Monitoring Sessions and reviews indicators of back-end performance (bounce reports, test calls, client feedback, etc.) for call center trends.

• Assists in real time monitoring of CSRs both independent and with Quality Assurance Specialists.

Requirements:

• Good analytical and listening comprehension skills
• High proficiency in Excel and other MS Office applications.
• Can work independently on designated projects and seamlessly work with team members
• Willing to work on a graveyard and shifting schedule
• Must be at least a College Graduate in any field
• Must have at least 2 years QA experience in a call center
• Must have at least 2 years QA supervisory experience or its equivalent
• Must be at least 21 years of age
• Must be willing to work in San Juan City

• One (1) fulltime position available

For more information:
Contact Malou or Grace at (02)722.6772 (Every Monday to Saturday From 8AM -3PM)

To apply, email your resume.

We also accept walk-ins. Hand in your resumes at:
4/F Security Bank Bldg., 228 Ortigas Ave., Greenhills, San Juan City (Every Tuesday – Saturday anytime between 8AM – 12PM)

Please take note that this is not a Recruitment Firm

Contact: Malou Macrohon
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