Seasoned BPO employee that has extensive knowledge on the industry
Far Eastern University - Diliman Campus
Run a daily team huddle to build up & develop healthy
competition with the team. This also covers discussing recent
queries & trends that need to be tackled
• Create a daily productivity report from last shift’s audits including
but is not limited to the daily QA score, number of flags,
escalations and disputes
• Supervise a team of Quality Analysts (QAs) in ensuring all customer
touchpoints are being given the agreed number of audits on a
weekly basis
• Extract data daily & allocate it to each QAs
• Do random “final audits” to gauge if the said QAs are calibrated
when scoring the interactions
• Conduct both fly-by coaching & weekly one on one session with
each QA to provide his/her current stats & what are their KPIs are
• Attend the weekly QA-Operation touchpoints to converge on the
weekly call drivers & how to improve it, QA trend & score analysis,
possible increase/decrease in headcount and report any
escalations that demand to be addressed
• Facilitate the weekly QA calibration with Ops team & randomly
score calls & interaction to ensure that both parties are calibration
when scoring the line items
• Deck creation to project the QA scores, call/interaction trends,
focus touchpoints & the team’s status to weekly business reviews
with Meralco Leaders
• Discuss the monthly scorecard to the rest of the team (individually)
to determine what areas of opportunities that need more focus on
Oversee the performance of both the sales provisioning team & the
Quality Assurance team to ensure targets given by the client are
attained
• Do casual checks on provisioning done by the sales verifiers to
ensure they are adhering to the guidelines set by the clients. Any
discrepancies & anomalies would be addressed & given feedback
to via coaching sessions. Accountability forms are provided as well
as follow-up coaching to determine if the same trend has been
observed. Same goes with the scans & audits provided by the QAs
on a bi-weekly basis
• Facilitate huddles within the team, triad coaching & one by one
feedback sessions with the team being monitored. Discuss the
trends observed & make sure this has been sent to Operations to
make sure the team leaders & the rest of the management team is
aware of what needs to be improved & adopted.
• Engages on meetings with the management team & other
stakeholders to report the current health of the programs being
supported. This includes the metrics which are passing, opportunities
that both the team being handled & being supported need to be
on top off.
• Observes calibrations facilitated by the QAs for any gaps or
program updates that need to be rolled out. Any opportunities will
be discussed in a separate coaching session for the QAs to be given
feedback on.
• Creates presentation decks of the overall scores, standing, metrics
& opportunities of the program supported. These decks would also
be presented to the stakeholders, which also include managers &
directors.
• Transcribes and provides feedback on an escalated call
including the agent lapses and how it can be improved
• Creates and regularly reviews framework and methodology for
calibrating internal and external QA resources to ensure alignment
to QA policies
• Integrates overall QA process to understand the needs of customers
to close gaps in QA and training
• Trains, mentors and coach teams ensure a highly productive and
efficient workforce
Facilitates team huddles with Operations, triad coaching & one by
one feedback sessions with the team leads, SME & agents to discuss
the top-line items that need to be improved on. Provide action plans
& commitments which are documented by ensuring accountability
& sign-off sheets are submitted in a timely manner
● Supplies the agreed number of scans & evaluations as set by the
clients. This can be done in several ways such as via recordings,
Quality Assurance & Sales Provisioning Supervisor
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Search the Internet for information on a wide variety of topics.
Promote companies' products and services by developing copy for websites, social media, marketing materials.