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.