Role: Team Leader - Quality (BPO Background )Location: Alabang, Muntinlupa CityMode: Work from Office 1. JOB PURPOSE: To Achieve the targets given by the Client as well as the internal Targets to ensure that the goals are achieved on all the levels 2. ORGANISATIONAL CHART: VP -- General Manager-Quality – Senior Manager-Quality – Manager-Quality – Team Leader-Quality – Executive-Quality 3. PRINCIPLE ACCOUNTABILITIES:EXPECTED END RESULTSAchieved Quality targets (Quality score, CSAT, NPS, etc.) MAJOR ACTIVITIES· Determine and document any areas that may need improvement. · Review and analyse the effectiveness of the modifications made. · BQ Management· Transaction Monitoring · To do TNI when required · Quality Calibrations · Knowledge Calibration · Designing the Action Plan · Coaching · Scrubbing of CSAT/NPS data · Publishing quality reports MAJOR CHALLENGES:CHALLENGESPull-out time for coaching ACTION PLANSide by side monitoring with immediate feedbackL&D training to enhance QA'S analytical and skills DIMENSIONS: Meeting the client Target Implementation of Coaching & FeedbackMonitoring Effectiveness Execution of Action Plans SKILLS AND KNOWLEDGE: EDUCATIONAL QUALIFICATIONS – Candidate must have completed at least 2 years in college ISO / COPC certification will be appreciated White or Yellow Belt Lean Six Sigma training is an advantage Travel Diploma will be appreciated RELEVANT EXPERIENCE – Must have been with the program for at least 1 year FUNCTIONAL COMPETENCIES --- Ability to learn and apply procedures Adaptability Communication / Customer Service Stress Tolerance Work Commitment / Motivation Problem Solving Ability Analytical and Methodical Abilities BEHAVIORAL COMPETENCIES --- Achieving Result Serving and Delighting customers Collaborating with Others KNOWLEDGE, SKILLS, OTHER ABILITIES – Excellent oral, written and interpersonal communication skills. Exceptional listening and analytical skills. Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel). Excellent knowledge of the program’s processes and GDS/tools Strong knowledge of customer care processes and techniques. Demonstrated ability to work well in a team environment. Dedication to providing exceptional customer service. PERSONAL CHARACTERISTICS & BEHAVIOURS -- Good communication skills Good interpersonal skills Client Interaction Team player Pleasing personality with compassion No criminal records No active violations and/or disciplinary memos Flexible and adaptive to work schedules Has positive behaviour and background High level of integrity and accountabilityIt is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.