Call center agent

Job Description

• Communicate with all levels of management, especially during calibration sessions both internally and externally.
• Perform quality audits for supported Spanish speaker agents using the client’s QA Framework.
• Perform RCA related to negative customer satisfaction surveys received by Spanish speaker agents using the RCA Framework provided by the client.
• Facilitate quality deep dive analysis, trends, reports and the like which would provide insights and recommendations on how to further improve the hygiene of the program.
• Demonstrates ownership on audit mark downs and always provides logical reasons why such markdown was given to the agent and provide coaching based on the opportunities detected.
• Demonstrates strict focus on compliance and often has side comments when an agent has multiple incident reports.
• Shows eagerness to influence others in a way that creates positive result(s).

Qualifications/Requirements

• BA or BS Degree (In lieu of degree, 4 years of relevant work experience).
• 2+ years’ experience in quality assurance role, working closely with various departments to prioritize efforts while providing timely and high-quality services specifically in Spanish speaker's environments.
• Tech-savvy and able to troubleshoot personal devices (computers, smart phones, tablets; willing to be trained), online streaming, transactions, applications, software & hardware issues
• C2 Spanish language skills based on the “Common European Framework of Reference for Languages” (CEFRL), what it means proficient user who can speak the language almost at a native level or Spanish native speaker.
• Excellent computer skills, specifically MS Office Suite (Word, Excel and PowerPoint)

Intended period of employment: 1 year

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

No additional remarks

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