Call Monitoring / Quality Analyst | Financial Account

Call Monitoring / Quality Analyst | Financial Account

Sitel Philippines Corporation
Metro Manila / NCR
1 - 6 Years
33655 - 47117 PHP

Job Description

• Strong attendance record and ability to maintain personal metric goals.
• Experience in a Quality Analyst role preferred
• Excellent verbal and written communication skills required.
Summary of Primary Job Responsibilities:
• Responsible for monitoring associate phone quality and tool usage to ensure high level of customer satisfaction and first call resolution.
• Responsible for meeting contact center weekly goals.
• May be responsible for completing monitoring forms including comments detailing associate performance saving all results in the database for review.
• May be responsible for conducting customer satisfaction surveys for all clients and service types participating in the customer satisfaction process and monthly reporting for all areas using Excel and Survey Tracker to produce reports.
• Responsible for making recommendations for quality improvements for manager/supervisor to coach their teams.

Job Details

Who We Are Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients’ customer care and transaction processing needs through 67,000 associates in 27 countries. Sitel provides world-class solutions from on-shore, nearshore and offshore locations across 155+ facilities throughout North America, South America, EMEA and Asia Pacific.

The company’s award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.
What We Do Sitel provides fully integrated customer care and back office processing services that focus on delivering a return on customer investment to our clients by reducing service costs, improving customer retention and increasing revenue per customer.

Sitel’s ability to serve customers and track customer information across multiple channels enables us to consistently provide positive, intelligent service on behalf of our clients.

About Recruiter




Active jobs

Functions : Others

Industries : ITES/BPO

Skills/Roles I hire for: N/A

level Hiring For: Junior Level, Mid Level

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