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Quality Consultant (Global) in Quezon City at Afni, Inc

Date Posted: 5/16/2018

Job Snapshot

Job Description

Afni Philippines is hiring a Quality Assurance Consultant to join our team in Commonwealth Avenue, Quezon City. In this role, you will be responsible for evaluating and providing individual and client performance feedback to Call Center Operations. You'll be supporting the development and maintenance of quality standards.

As an Afni QA Consultant, you will:

Help quality management by monitoring, analyzing, and evaluating the performance of newly hired and existing employees.

Consult and partner with operations to provide QA performance results/trends that enable their ability to ensure call center representatives receive feedback on customer service techniques, systems operation, and policy/procedure/practices.

Monitor and compare performance against client and company quality policies and specifically target individual behaviors for which the call center representative is being coached.

Evaluate individual and team results to identify specific opportunities in quality performance.

Periodically meet with operations to provide consultation, to plan monitoring strategy and/or to validate call center representatives' performance progress.

Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required.


Minimum Qualifications:

  • Have completed at least 2 years in college.
  • Have handled the same position for at least 2 years in a call center
  • BPO company /Must be proficient with Word, Excel, PowerPoint, and Quality management systems or analytical software is preferred./Experience handling a telco account is preferred.
  • Strong verbal, interpersonal, written, and presentation skills is preferred.
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Commonwealth Avenue, Quezon City.