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Quality Consultant (Global)

Commonwealth Ave. Diliman Commercial Complex, Quezon City, phl-
Description

Afni Philippines is hiring a Quality Assurance Consultant to join our team in Commonwealth Avenue, Quezon City. In this role, you will be responsible for evaluating and providing individual and client performance feedback to Call Center Operations. You'll be supporting the development and maintenance of quality standards.

As an Afni QA Consultant, you will:

Help quality management by monitoring, analyzing, and evaluating the performance of newly hired and existing employees.

Consult and partner with operations to provide QA performance results/trends that enable their ability to ensure call center representatives receive feedback on customer service techniques, systems operation, and policy/procedure/practices.

Monitor and compare performance against client and company quality policies and specifically target individual behaviors for which the call center representative is being coached.

Evaluate individual and team results to identify specific opportunities in quality performance.

Periodically meet with operations to provide consultation, to plan monitoring strategy and/or to validate call center representatives' performance progress.

Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required.

Requirements

Minimum Qualifications:

  • Have completed at least 2 years in college.
  • Have handled the same position for at least 2 years in a call center
  • BPO company /Must be proficient with Word, Excel, PowerPoint, and Quality management systems or analytical software is preferred./Experience handling a telco account is preferred.
  • Strong verbal, interpersonal, written, and presentation skills is preferred.
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Commonwealth Avenue, Quezon City.
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If you’re looking for a fun place to fit in, fuel your passions, help people, and take charge of your career, you’re in the right place. Join the Afni contact center family in Tucson and be part of our talented team passionate about helping people and pursuing the life we dream about.

Do Your Best Work and Grow Your Career

When you join Afni, we’ll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you’re like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals.

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment.

Work in and Support the Tucson Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Tucson community through fund raisers, community events, and other service opportunities.

When you work here, you’ll have plenty of chances to get involved. In Tucson, we regularly support Casa de los Niños, the Community Food Bank, American Heart Association, American Red Cross, the Humane Society of Southern Arizona, and more.

Work in and Support the Bloomington-Normal Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bloomington-Normal community through fund raisers, community events, and other service opportunities.

When you work here, you’ll have plenty of chances to get involved. In Bloomington-Normal, we regularly support the United Way, Big Brothers and Big Sisters, St. Jude Children’s Research Hospital, Easter Seals, American Heart Association, CISAR Animal Shelter, and more.

Work in and Support the Bowling Green Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bowling Green community through fund raisers, community events, and other service opportunities. When you work here, you’ll have plenty of chances to get involved. In Bowling Green, we regularly support Big Brother/Big Sisters, March of Dimes, Animal Humane Society, Refugee Center, Relay for Life, and more.

Work in and Support the Auburn-Opelika Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Auburn-Opelika community through fund raisers, community events, and other service opportunities.

When you work here, you’ll have plenty of chances to get involved. In Auburn-Opelika, we regularly support March of Dimes, United Way, Adopt-a-Mile, Opelika City Schools, Auburn City Schools, and more.

Work in and Support the Quezon City Community

Ditch the commute and work close to home. Our Quezon City location on Commonwealth Avenue keeps you close to home and frees up more time for family, friends, and fun!

Are you the kind of person who loves to belong to and support your work family, you’ll love it here. We make it a habit to respond to the needs of our employees and their families when they need it. When you work here, you’ll have plenty of chances to get involved.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus