Arvato | Quality Coach | Eastwood

Job Listing No: 9740000

Arvato | Quality Coach | Eastwood

Arvato – Quezon City, Metro Manila – Company: Arvato Corp. Requisition ID: 25746 PURPOSE OF THE ROLE: The Quality Coach evaluates individual staff performance by regular monitoring / coaching on a daily base driven by a daily/weekly and monthly target RESPONSIBILITIES: Monitor and coach / mentor agents on a daily, weekly, and monthly basis for quality improvement Maintain quality reports at Agent and Team level Assist in developing and streamlining quality procedures Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans Support /jointly conduct weekly Agent Round Table with Team Manager Communicate performance related indicators into the Team and back to the Management Handle customer inquiries SKILLS AND KNOWLEDGE: Experience and knowledge of business highly preferred Understanding of quality and operational KPIs Ability to… – Permanent – Full-time

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