Quality Specialist - French Speaking

Transcom Worldwide Philippines Inc

Mandaluyong City, Philippines

Last shared 71 days ago

Job Details

Experience

1 - 2 years

Employment Type

Full-time

Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description
Responsibilities: 

The successful incumbent will provide feedback and recommendations for campaign process improvements and to facilitate improvements in call quality. The selected candidate will be responsible for: escalating defined issues via the Quality Escalation Tandim, conducting oneself in a positive and professional manner and continuously striving to improve effectiveness, efficiency and add value to Transcom as a whole.
  • Analyse monthly customer satisfaction data to pick up key highlights/ trends and take appropriate action.
  • Analysis of an agreed sample of calls, letters and emails for quality against set measurements. Specified by a specific number of contacts per week.
  • Completion of capture forms, and provision of real-time analysis of the customer experience.
  • Identify and feedback specific call types requiring attention from either Operations or Design teams.
  • Provide analysis and commentary using customer experience dashboards, including verbatim feedback collated as apart of customer satisfaction metrics.
  • Create reports to demonstrate findings that can facilitate improvements by design, training, compliance and operations.
  • Ensure monitored calls, letters or emails for each advisor are stored appropriately to allow for coaching to be undertaken using the recordings.
QUALIFICATIONS:
  • The ability to work logically and in a prioritised environment.
  • Excellent communication and report writing skills
  • Ability to analyse and interpret statistical data.
  • Understanding of Call Coach systems
  • Team Leader or equivalent skill set
  • Ability to provide information in a way that drives and inspires change
  • Present data in a compelling way with clarity on what needs to be done to affect change and track back if change has been actioned to create desired result
  • Good presentation skills and drive for continuous improvement and excellence
  • Knowledge of contact centre performance metrics
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.

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