Role Profile:

• College Degree of any course.
• Has background in Voice and Non-Voice Services (knowledge on all lines of businesses is a plus).
• With at least 2 year experience in quality analyst division.
• Excellent oral and written communication skills at all levels of the organization with minimal supervision.
• Knowledge in Microsoft Office applications including Excel, PowerPoint and Word.
• Team Player.
• Ability to impose Self-Direction.
• Can Work under minimal supervision.
• Knows how to conduct basic Root Cause Analysis.
• Good Presentation skills.
• Amenable to work in McKinley Hill Cyberpark, Taguig City
• Amenable to work on a shifting schedule, weekends and holidays.

Role Responsibilities:

• Monitors Agent’s performance daily by recording, listening to, and evaluating calls based on client’s goals and expectations.
• Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
• Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
• Maintains agents evaluation files to ensure accurate and consistent documentation is kept for dissemination to other departments.
• Capture a significant amount of data which will be constantly analyzed and reported on to determine if trends are occurring that may need indicate a need for action.
• Attends and participates in meetings with supervisors and managers to review monitoring and evaluation tasks.
• Attends and leads in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
• Reports complaints, challenges, obstacles or questions to appropriate departments.
• Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
• Create and sends daily, weekly and monthly quality performance reports
• Performs other duties as assigned.

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

Please refer to job description.