Duties and Responsibilities:<br />
<br />
•Assist QA Supervisor in maintain and Track Email/Call/Chat Monitoring Database for each individual staff<br />
•To perform and score accurately for all CSR on a monthly basis as per guideline requirement and to provide feedback session-standard is 1 session per month. (As for new staff there will be 2 sessions per week).<br />
•Identify competency gaps via Chat/Email/Call Quality Monitoring<br />
•Identify quality and improvement progress for agents<br />
•Providing CSR feedback during Email/Chat/Call quality monitoring (monitoring Live is also required)<br />
•Collate Email/Call/Chat monitoring results, analyse and recommend opportunities to Customer Departmental Managers for continuous improvement, on a monthly basis.<br />
•Conduct coaching session with individual staff on their gaps and advise ways of improvement<br />
•Provide individual development plan for each staff. Ensure to meet each target and timeline.<br />
•Timely feedback to QA Supervisor and Internal trainer for any staffs training needs.<br />
•Communicate and coordinate with operation team in feedback and improve staffs work attitude and performances.<br />
•Provide timely motivation to the staffs.<br />
•Able to closely collaborate with branding teams in refreshment training needs and internal QA team knowledge/ updates.<br />
•Any task assign by Superior<br />
<br />
Job Qualification:<br />
•Diploma holder or at least one year relevant working experience in Quality.<br />
•Has good communication skills with ability to coach, motivate and drive people to change<br />
•Display excellent problem solving and people skills.<br />
•Language skills: Mandarin and English.<br />
•Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.<br />
•Supportive of company goals and objectives, deliver departmental/team results and key objectives.<br />
•Display willingness to learn/fast learner<br />
•Candidate must be willing to work in Makati City and on shifting schedule.
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