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Noble Systems Quality Monitoring (QM) Representative in Ortigas, Philippines

At Noble Systems, we?ve worked hard to not only deliver industry-leading contact center solutions, but to build a culture of innovation and teamwork. We employ a team of highly accomplished, passionate technologists who contribute to the overall success of our company and our customers ? and we?re growing. We are looking for a Quality Monitoring (QM) Representative. This person will ensure that employees provide excellent customer service when they are speaking with customers. This includes listening to a recordings for correct greetings, proper escalation, and that accurate information is provided to the customer in a courteous and professional manner. The QM will also review Support ticket for correct documentation and procedures. These tasks are completed on a periodic basis while providing coaching to Support technicians and summarizes to management.

Responsibilities and Duties:

  • Listen and evaluate call recordings, support tickets and support personnel.

  • Ensure Support Technicians continually provide quality customer service by providing closed-loop one-on-one coaching.

  • Summarizing evaluation results to create periodic reports to be provided to management.

  • Tracking growth/changes of Support Technicians individual ratings.

  • Provide Quality Score Card equity metrics for Noble Gamification

  • Capable of clearly communicating ideas through written word and interpreting emotional nuances while listening to English language recordings.

  • Maintaining all QA documentation and history.

  • Assists with other duties as requested by management.

Qualifications and Skills:

  • Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information or equivalent.

  • At least 2 to 3 years relevant experience. Evaluating calls/emails on a Technical Support environment in a call center or customer service environment is preferred.

  • Experience in different coaching methodologies.

  • Immediate knowledge in different MS office tools.

  • Sensitive and can give strong constructive critiques.

  • Excellent listening skills.

  • Can work in a fast paced environment and can perform under pressure.

  • Knowledgeable in different call center technologies.

Benefits and Perks:

  • Full-time regular position.

  • Paid leave during 6 months probationary period.

  • HMO and Group Life Insurance coverage upon joining date.