Senior Quality Specialist

Overview

Looking for part-time work (4 hours/day)

at $5.68/hour ($500.00/month)

Some College

Last Active

December 24th, 2014 (3643 days ago)

Member Since

December 24th, 2014

Profile Description

Sutherland Global Services, Luisa Square IT Building Villamor Street cor. Jacinto Ext. Davao City – From September 2013 – present
Senior Quality Specialist
• Monitoring tasks by means of grading recorded calls and / or real-time call intervention
• Coaching tasks by providing necessary technical and procedural coaching to technical representatives thus improving the entire contact center operations group
• Close synergy and collaboration with other operational support group such as Training department to come up with initiatives to further improve technical representative skills
• Facilitated new-hire orientation on Quality monitoring guidelines and other quality related processes and standards.
• Answer Operation's questions concerning QA guidelines and policies
• Participate in calibration sessions with the Client, Operations and Training
• Discusses Quality Performance during Business Review
Synnex-Concentrix Corporation, Lanang, Davao City – From April 2011 – September 2013
Quality Assurance Specialist – Analytics
• Advance research and analytics for site performance
• Generation of projection and forecast reports intended to assist the management team in making decisions crucial to the business
• Facilitated innovation projects for various vendors, aiming to improve various client metrics such as AHT, CSAT and NPS and Sales
• Creates daily, weekly and monthly reports as synopsis for the site’s performance based on specific client metrics
• Collaborates with service operations in executing synergy plans formulated during innovation project meetings which involves focus group discussions, focus sample monitoring, skip coaching and goal setting and planning.
• Investigates and provides vendor to operations (and vice versa) correspondence towards customer complaints and escalations, at the same time provides operations opportunities of improvement based on the quality assurance standpoint.
Synnex-Concentrix Corporation, Lanang, Davao City – from June 2010 – April 2011
Quality Assurance Specialist - Transaction
• Monitoring tasks by means of grading recorded calls and / or real-time call intervention
• Coaching tasks by providing necessary technical and procedural coaching to technical representatives thus improving the entire contact center operations group
• Close synergy and collaboration with other operational support group such as Training department to come up with initiatives to further improve technical representative skills
• Facilitated new-hire orientation on Quality monitoring guidelines and other quality related processes and standards.
• Answer Operation's questions concerning QA guidelines and policies
• Participate in calibration sessions with the Client, Operations and Training
Synnex-Concentrix Corporation, Lanang, Davao City – from December 2008- June 2010
Product Support Representative
• Technical tasks which include immediate assistance with installation of networking units using simplified installation software and support site walk-through
• Documentary and information management tasks which includes archiving and updating of customer information through a customer relationship management software (CRM)
Synnex-Concentrix Corporation , Lanang, Davao City -
from July 2008- December 2008
Customer Service Representative
• Service tasks which include provision of initial line of servicing by means of giving immediate resolution to product related inquiries and technical specifications of products catered