Lead Quality Assurance Specialist

Lead Quality Assurance Specialist

John Clements Consultants Inc
Metro Manila / NCR
4-9 years
50000 - 80000 PHP

Job Description

• Owns transaction monitoring and review for all of Customer Service Team
• Schedules and hosts fortnightly calibration sessions with the Leads and Subject Matter Experts
• Schedules and hosts weekly sessions with the Vendor team to calibrate and ensure alignment with Customer Service Team and User Voice Group goals
• Initiate and schedule monthly sessions with Leads to discuss trends, performance gaps and recommendations based on Quality reviews
• Collaborate with the trainer to discuss training needs based on trends and performance
• Conducts regular review and updating of processes aligned to current policy, processes or changes
• Scheduling and planning of monthly sessions with Specialists to calibrate or discuss observations / insights and findings from CSAT and Transaction monitoring
• Weekly and Monthly preparation and update of Quality and CSAT reporting including team, specialist and tenure level breakdown
• Candidate must possess at least a Bachelor’s/College degree
• 3 - 4 years of relevant experience preferably supporting online platform technology
• Knowledge in technology companies and their services within CHT’s area of responsibility
• Clear understanding of how to determine the root cause of performance issues related to skill
• Ability to develop and recommend quick fixes and long-range plans
• Ability to analyse simple to complex data and to provide and make sound and data-driven recommendations
• Excellent communication and interpersonal skills

Since its inception in 1974, John Clements Consultants, Inc. has grown into one of the largest consulting firms in the Philippines today, with a leadership position in the local market and a strengthening presence in the international scene, notably in Asia, the Middle East, and the US. While it has grown in size and business interests, locally and internationally, and prospects of further expansion remain in the horizon, the John Clements Consultants Group has maintained its focus on its core competencies: recruitment and training.

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