DE027413-Sales Quality Auditing Specialist
Quezon City
ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Sales Quality Auditing SpecialistWORK SETUP: Return to Office
RESPONSIBILITIES:- Lead a team of Quality Team Leads & QAs for a complex outbound sales program to ensure high quality sales delivery is maintained in accordance with client guidelines, templates & standards in a highly dynamic environment.
- Provide analysis on Sales Quality performance measures
- Provide root cause analysis on program, team and agent level identified opportunities
- Recommend effective intervention activities to improve Quality metrics
- Drive quality score of the assigned program
- Liaise with internal and external stakeholders on Quality performance and action plans
- Create and implement performance improvement plan for team members not meeting all defined targets
- Analyze trending behaviors and provide mitigations
- Identify training needs based on quality score, trend and behavior
- Work with Client counterparts to manage new LOBs & Markets launches
- Ensure the Training team is fully abreast & calibrated with all latest process changes
- Collaborate with QTP Sr. Manager, Trainers and Sales Operations team to identify opportunities for continuous improvement of training curricula.
- Communicate via video chat, teams, zoom, phone calls & screen share with trainers, operational leaders & other stake holders as required to communicate training reports & observations.
- Maintain an in-depth understanding/knowledge of client’s products & services; participate in new product services & trainings as required & expected by the client
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Quezon City, Cyberpark Tower 1
City Savings BankPasig, 10 km from Quezon City
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SPECIFIC DUTIES AND RESPONSIBILITIES
• Performs Audit Engagement, including but not limited to the following:
• Management Systems Audit
o ISO 9001 Quality Management System
o ISO 14001 Environmental Management
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