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Service Quality Executive

1 Year or less Experience

Firstsource Solutions Limited

With business certificates| Established in 2001 | 10,000+ employees
Skyrise 1, Cebu IT Park, Cebu City, Cebu
Total vacancies for this job title : 3
Posted on : March 14, 2019
Job ID : 307695

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Client Profile:
Firstsource has over 100 customers across the globe, including Fortune 500 and FTSE 100 companies. Our endeavour is to create and extend superior business value for our customers by identifying, simplifying and operating the right business processes.
Minimum Requirements for Hiring:
• Basic knowledge of MS-Office (Excel and Word).
• Proficiency in Grammatically correct English Communication
• Comprehensive knowledge of the product and process in the program.
• Listening - Listening basics, Attentive listening, Empathic listening, emotive/intuitive listening
• Rapport building skills
• No absenteeism or tardiness issues
• Willing to take on challenging assignments.
• Willingness to work shifts and during holiday / weekend.
• Ability to work under pressure
• Ability to deliver on time and as per specifications
• Presentation skills (plus factor)
• Confident, patient and positive mindset
Key Accountabilities /Responsibilities:
• Monitor agents to identify errors, deviations & initiate corrective measures.
• Provide actionable data to various internal support groups as needed.
• Generate account specific QA reports based upon predefined contractual criteria and provide inputs to operations.
• Create & maintain timely & accurate QA database.
• Conduct feedback sessions with Agents.
• Participate in design of call monitoring formats and quality standards.
• Compile and track performance at team and individual level.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Coordinate and facilitate call calibration sessions for call center staff.
• Provide feedback to call center team leaders and managers.

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