Asoc. IV, CustCare, QA

Cebu, 07, PH, 6000

Description: 

Do you have at least 1 year Call Center experience and strong analytical skills? Would like to be part of the Continuum Quality team? We have an immediate opening to support our Telecommunications client in the Philippines. If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY

ESSENTIAL FUNCTIONS 

  • Analyzes interactions for quality issues and improvement opportunities and makes recommendations for leadership to review 

  • Identifies potential problem areas and suggests ways to improve them 

  • Identifies problems in straightforward situations, and makes sound decisions using standard procedures 

  • Works within established procedures with a moderate degree of supervision 

  • Communicates an agent's progress to the agent's supervisor based on observed interactions 

  • Participates in or facilitates calibration sessions, internal and external 

  • Escalates quality-related issues to leaders as appropriate 

  • Conducts special quality audits as required by the business 

  • Conducts QA talks for learners in classroom training 

  • Coordinates with supervisors on the schedules and availability of assigned agents to ensure that audit requirements are met 

  • On-boards new Quality Analysts in the team 

  • Keeps track of daily and weekly personal audit compliance 

  • Takes interactions as directed by management  

 

REQUIRED EDUCATION AND EXPERIENCE

  • At least 1 year experience doing call monitoring, root cause analysis, and coaching towards Quality is required
  • At least 1 year experience in a BPO set-up or captive center is required
  • Should possess strong analytical skills 

  • Must have strong communication skills since this role requires to be in communication with leaders such as supervisors and managers. 

  • Must be knowledgeable of Office applications (Excel, PowerPoint, Word or equivalent Google applications) 

 

ADDITIONAL REQUIREMENTS

  • No planned leaves within 6 months from start date
  • Willing to take customer interactions (calls or chat) within the following:
    • Product training: 3 weeks, not full-time
    • TBay: 4 to 8 weeks, full-time
    • Production: 1 hour weekly
  • This is a full time position. This requires flexibility to work any shift, any day of the week and may include working extended hours including public holidays and weekends. 
  • This job is a WAH opportunity due to covid and requires flexibility to report onsite when needed. 
  • Internet speed must be running on a 20+ Mbps plan

 

PERKS & BENEFITS

  • Competitive Salary
  • Insurance and other company benefits
  • Fun, Healthy Work Environment
  • Company equipment provided

 

About Continuum Global Solutions, LLC 

Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. 

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.