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Spanish Quality Assurance Specialist
Spanish Quality Assurance Specialist
Spanish Quality Assurance Specialist
Date Posted:
2010-12-22
Call Center Company: Transcom Philippines
Description:
Transcom Philippines is looking for individuals who are qualified for the position of Spanish Quality Assurance Specialist.
Successfuly applicants for Spanish Quality Assurance Specialist will have a great career in Transcom Philippines.
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.
Performing regular transaction monitoring and calibration sessions as agreed.
Supporting Team Leaders in setting improvement programs and action plans for CSRs.
Reporting quality scoring internally and externally at agreed frequencies (upon requests).
Escalating quality deficiencies to Training & Quality Manager.
Escalating when there are questions on product.
Attending internal local meeting (staff or with other departments).
Keeping high level of own expertise, taking initiative to understand.
Gathering up-to-date product information and integrating feedback into the best practices.
Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analyzing transaction monitoring results.
Defining and designing action plans for quality improvement together with TQM, clients, Team Leaders and Business Managers.
Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
Using the Group Report, if needed, as an extended means to review performance of the team/agents.
Understanding and supporting clients and company needs and requirements for Quality Improvement.
Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
Requirements:
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field.
At least 2 year(s) of working experience in the related field is required for this position.
Must be fluent in Spanish language
Applicants must be willing to work in PASIG CITY.
Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
Full-Time positions available.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Spanish Quality Assurance Specialist job opening of Transcom Philippines.
You can apply at the following Transcom Philippines location(s):
Transcom Asia
Transcom Frontera Verde
Transcom Center Building
Las Fiestas Road
Frontera Verde Compound
Pasig City 1600
Tel: +1 877 637 2615
Fax: +1 905 641 1456
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Requ
Candidates must have at least 1 year work experience as a Quality Analyst/ Quality Assurance Specialist in a BPO industry.
Excellent verbal and written communication skills.
Excellent listening skil
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