Foundever™ - Call Monitoring Specialist
Ground Floor e-Life Digital Zone, Eton Cyberpod - Ortigas (Corinthian), Ortigas Avenue cor. EDSA, Quezon City, 1110 Metro Manila
? Monitor and evaluate inbound and outbound interaction quality across phone calls, emails, and chats.
? Track issues in quality monitoring systems or tools and analyze results.
? Provide feedback to improve agent performance and develop training programs.
? Work with internal teams to define and uphold quality metrics and contact center standards.
? Conduct audits on customer interactions, focusing on product/process, communication, and soft skills parameters.
? Audit and provide feedback to improve scores, aiming to enhance training throughput and conversion rates.
? Score individual performance on existing quality assurance (QA) forms and report observed trends to QA management or onshore teams.
? Assist in compiling and tracking individual and team performance data.
? Report any observed sales/customer service trends to QA management or onshore teams.
? Coach and develop call center agents to ensure high performance delivery on all quality parameters.
? Take a minimum of 4 hours of quality-monitored agent-level contacts per month to refresh skills in customer service and sales.
? Participate in calibrations to ensure consistent scoring and feedback delivery.
? Analyze data and create designated reports and presentations.
? Communicate effectively to emphasize the importance of positive customer experiences.
? Make recommendations and drive continuous improvement initiatives.
? Help new team members enhance their product and process knowledge to reduce learning curves.
? Ensure compliance with internal policies, procedures, and regulatory requirements.
? Proactively identify areas for improvement and collaborate with change teams.
? Prepare Training Needs Analysis (TNA), publish, and execute for 100% closure.
? Provide real-time support on the floor as required by business needs.
● Monitor and evaluate inbound and outbound interaction quality across phone calls, emails, and chats.
● Track issues in quality monitoring systems or tools and analyze results.
● Provide feedback to improve agent performance and develop training programs.
● Work with internal teams to define and uphold quality metrics and contact center standards.
● Conduct audits on customer interactions, focusing on product/process, communication, and soft skills parameters.
● Audit and provide feedback to improve scores, aiming to enhance training throughput and conversion rates.
● Score individual performance on existing quality assurance (QA) forms and report observed trends to QA management or onshore teams.
● Assist in compiling and tracking individual and team performance data.
● Report any observed sales/customer service trends to QA management or onshore teams.
● Coach and develop call center agents to ensure high performance delivery on all quality parameters.
● Take a minimum of 4 hours of quality-monitored agent-level contacts per month to refresh skills in customer service and sales.
● Participate in calibrations to ensure consistent scoring and feedback delivery.
● Analyze data and create designated reports and presentations.
● Communicate effectively to emphasize the importance of positive customer experiences.
● Make recommendations and drive continuous improvement initiatives.
● Help new team members enhance their product and process knowledge to reduce learning curves.
● Ensure compliance with internal policies, procedures, and regulatory requirements.
● Proactively identify areas for improvement and collaborate with change teams.
● Prepare Training Needs Analysis (TNA), publish, and execute for 100% closure.
● Provide real-time support on the floor as required by business needs.
About Foundever™
Read more about Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.? Mission: At Foundever™, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.
Read more about Us
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