JOB DESCRIPTION

 

Job Description:
The Customer Experience Quality Analyst is responsible for monitoring and delivering recommendations on our customer support representatives, programs, processes, and documentation to ensure compliance with internal company requirements and/or institutional regulations.

RESPONSIBILITIES:
- Be the 2nd-in-command POC or representative if Quality Team Lead is not available
- Perform monitoring and evaluation and post-activity reviews using our Customer Experience QA tools
- Prepare, facilitate, and document calibration sessions, Quality Talks, and/or Quality refreshers with Quality Analysts/Team Lead/Team Manager
- Ensure consistency in scoring and adoption of GCash’s Customer Experience QA Framework
- Create and analyze reports on evaluation data
- Coordinate with other Quality Analysts to continuously improve the QA Framework and scorecards, including the development of QA programs
- Scrub CSAT and DSAT tickets, perform root cause analysis with Senior QA/Team Lead/Team Manager and creates action plans and implements new practices
- Provides structured and timely recommendation through verbal / written feedback to Team Lead or Team Manager
- Meet individual and team targets and KPIs
- Performs other similar and related duties as required or directed

JOB QUALIFICATION

URGENT HIRING!!
Training and Marketing Professionals Inc. is in need of Customer Experience Quality Analyst – NCR (GLOBE TELECOM - GCASH PROJECT) - Work from home setup until further notice

- Well known telecommunications company
- With strong career development programs

QUALIFICATIONS:
- Bachelor's Degree holder
- At least 6 months of work experience as Quality Associate/Specialist
- With outstanding interpersonal communication skills and cross-functional relationship building skills
- Proficient in written & spoken English (at least at B2 level)
- Must be creative, motivated, and capable of working on your own as well as part of a team
- Must be a fast-learner and has the ability to keep up-to-date with product changes and new features
- With constant desire and ability to build and implement new processes that improve our customer’s experience
- Customer-centric & has excellent customer service skills
- With the ability to analyze data and create and review processes, procedures, and policies
- Well-versed in MS Office or Google Suite applications, Lucid chart (any work chart software)
- Well-organized, good at time-management, planning & execution
- Work experience in a startup is big plus

APPLY NOW!!
Send your updated resume with photo at R.n.a.r.o.n..t.m.p.i.c.o.m.p.h | c.a.r.e.e.r.s..t.m.p.i.c.o.m.p.h or contact 0.9.1.7.5.4.0.3.3.4.7.

OTHER JOB REQUIREMENTS

Education
Bachelor's/College Degree
Field of study
Engineering (Computer/Telecommunication)
Specialization
Customer Service

WORK LOCATION

Mandaluyong

COMPANY PREVIEW

Average application processing time
Less than 1 week


Dress Code
Semi-formal

Language
English
Industry
Sales and Marketing

Telephone No.
+63 73073029

Mobile No.
+63 9175403347

Company Size
5000 employees

Benefits

Working Hours
Sunday
Closed
Monday
8:00 am-5:00 pm
Tuesday
8:00 am-5:00 pm
Wednesday
8:00 am-5:00 pm
Thursday
8:00 am-5:00 pm
Friday
8:00 am-5:00 pm
Saturday
Closed

COMPANY PHOTOS

COMPANY OVERVIEW

Training and Marketing Professionals Inc. (TMPI) is a Sales and Marketing service provider. TMPI was organized by sales and marketing professionals who previously worked together in one of the biggest multinational pharmaceutical and nutritional company in the Philippines.
The people behind TMPI has a combined 80 years of experience in sales, marketing and training, imbued with the zeal, passion and a burning desire to pursue what they love doing over the years, the company TMPI was finally incorporated in August 2003.
TMPI in its humble beginning started operations with 10 reps, 1 supervisor and 1 back office support. With pride, TMPI today has grown to over a 300 head-strong service provider company executing various high-impact programs nationwide for our valued clients which include the biggest and industry leaders.
GROWING our clients’ BUSINESS is TMPI’s business.
We engaged our valued clients by:
Providing highly qualified and competent reps for the ethical detailing and or direct to consumer promotions.
Providing selling skills enhancement training services.
Implementing strategic sales distribution of priority products.
Conducting medical and direct to consumer’s events.
Conceptualizing marketing strategies and programs.
Maintaining a rich data bank of applicants for immediate deployment.
OUR KEY Achievements:
Passed consistently the stringent performance audit and contract compliance evaluation of our major and biggest accounts.
Established cores of loyal endorsers for our principals’ brands.
Made several pharmaceutical brands the top prescribed brands for several years
Established a prescription base support for a 4-major product launch within 5-year period.
Completed a strategic business cooperative agreement with Key and Major Training Hospitals across the country in behalf of our clients.
Maintained a labor trouble free work environment with zero case labor issue at anytime
Earned the endearment, trust and confidence of our principals thereby making TMPI their valued business partner.
In glimpse, this is TMPI . .

WHY JOIN US?

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