Senior Quality Associate - Social Media

Senior Quality Associate - Social Media

Requirements & Qualifications:

• Excellent oral, written and interpersonal communication skills.

• Exceptional listening and analytical skills.

• Intermediate level of knowledge in MS-Office.

• Works accurately and with an eye for details.

• Willing to work onsite; at Taguig

Duties & Responsibilities:

• Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floor

• Coordinates and facilitates call calibration/training sessions for call center staff

• Publishes quality trends, feedback and improvement / enhancement reports

• Conduct quality monitoring and coaching

• Deal tactfully and courteously with clients

• Produce Quality reports and dashboards such as TNI, Pareto etc.

• Drive process improvement and ensure process compliance

• Contribute to the development of the short- and long-term goals of the process

• Ensure quality, NPS and CSAT targets are met at all times

• Drive first call resolution and quality initiatives in the program