Foundever™ Leadership & Support Hiring - Call Monitoring Specialist/QA| Foundever - Palawan (for pooling) *offers relocation
G/F One Julia Vargas, Ortigas Home Depot Complex, Julia Vargas Avenue, Pasig City
Job Description
• Responsible for meeting contact center weekly and monthly goals • May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution • May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified • May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting • May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports • Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams
Skills Required
- Problem Solving Skills
- Attention to Detail
- Strong Communication Skills
Qualification Required
- College Graduate
About Foundever™ Leadership & Support Hiring
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Sitel Group® and SYKES are now Foundever™. 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.
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