QA Agent (Customer Service)

Job Responsibilities:
Assess and rate inbound and outbound calls of customer service agents according to company quality standards
Communicate below standard results to agents and supervisors on a daily basis
Train and coach new and existing agents on quality
Consolidate agent scores and draft monthly team report
Provide consolidated feedback to managers and supervisors on a monthly basis

Job Requirements:

• Graduate of any Bachelors Degree course
• Minimum of 3 years QA experience gained from a call center company or business process outsourcing related industry supporting customer service.
• Possess the following skills- attention to detail, analytical, coaching and listening
• Effective communication and interpersonal skills, capable of providing feedback in a constructive manner and working collaboratively across teams.
• Strong understanding of customer service principles and best practices, with a keen eye for detail and a commitment to excellence.
• Willing to work onsite in Makati City from Monday to Friday (Dayshift)