Job Title:

2024 Training and Quality DVO

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Essential Functions/Core Responsibilities

Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirementsMaintain accurate metrics of direct reports individual performance as well as overall team level performanceManage resources across the assigned portfolio (personnel schedules, varying account needs)Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plansDevelop strong working relationships with key Business stakeholders, internal and externalOversee audits of key support processes within each account and recommends changesAdministration of applicable certification and training processes up to and including internal and client requirementsEnsure consistent application of the quality process/system across assigned portfolioEnsure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriateLead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners). Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans

Candidate Profile

Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferredStrong communication skills, both written and verbalProficient in Microsoft OfficeAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverablesAbility to mentor, coach and provide direction to a team of employeesSelf-starter, sense of urgency, and works well under pressureAbility to foster a sense of professionalism and relationship building for self and teamHas presentation and analytical skills

Career Framework Role

Receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

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Location:

PHL Davao 9th, 11th, 12th & 14th Flrs, Davao Finance Center

Language Requirements:

Time Type:

Full time

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