About Company
Sitel Philippines, now part of Foundever, is a global leader in customer experience management, delivering innovative contact center solutions to some of the world’s most iconic brands. With a robust presence across the Philippines, we are committed to fostering a dynamic, inclusive, and growth-oriented environment for our associates. We leverage cutting-edge technology and a people-first approach to create seamless and memorable customer interactions, empowering our teams to excel from anywhere. Join a company that values your contribution and invests in your professional journey.
Job Description
Are you a detail-oriented professional with a passion for quality and compliance? Sitel Philippines is seeking a highly motivated Remote Adherence Quality Monitoring Evaluator to join our dynamic team. In this pivotal role, you will be responsible for meticulously monitoring and evaluating customer interactions (calls, chats, emails) to ensure strict adherence to established quality standards, company policies, and regulatory guidelines. Working remotely from Legazpi, Albay, you will play a crucial part in maintaining the integrity of our customer service delivery, identifying areas for improvement, and contributing to the overall enhancement of our customer experience programs. This role demands exceptional analytical skills, an unwavering commitment to accuracy, and the ability to provide constructive feedback that drives performance excellence. If you thrive in a remote work environment and are dedicated to upholding the highest standards of quality, we invite you to be a key player in our mission to deliver world-class customer service.
Key Responsibilities
- Conduct comprehensive quality evaluations of customer interactions across various channels (voice, chat, email) to ensure compliance with company policies, client-specific requirements, and regulatory standards.
- Identify and document non-adherence issues, policy violations, and areas requiring corrective action or agent coaching.
- Provide objective and constructive feedback to customer service representatives, outlining strengths and opportunities for improvement in a clear and supportive manner.
- Participate in calibration sessions with trainers and team leaders to ensure consistency in evaluation standards and understanding of quality metrics.
- Prepare detailed reports on quality trends, agent performance, and adherence levels, presenting findings to management and relevant stakeholders.
- Contribute to the development and refinement of quality assurance guidelines, evaluation forms, and training materials.
- Stay informed about industry best practices, new product offerings, and changes in policies or procedures that impact customer interactions.
- Assist in special projects related to process improvement, customer satisfaction, and operational efficiency as needed.
- Maintain a high level of confidentiality regarding all evaluated interactions and company data.
Required Skills
- Minimum of 2 years of experience in a Quality Assurance, Quality Monitoring, or Adherence role within a contact center or BPO environment.
- Exceptional attention to detail and strong analytical skills to identify nuances in interactions.
- Excellent written and verbal communication skills in English, with the ability to provide clear, concise, and constructive feedback.
- Proficiency in using quality monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to work independently, manage time effectively, and meet deadlines in a remote work setting.
- Strong understanding of customer service best practices and performance metrics.
- Proven ability to maintain objectivity and impartiality in evaluations.
Preferred Qualifications
- Bachelor's degree in any field, preferably related to Communications, Business Administration, or a relevant discipline.
- Experience with remote work tools and platforms.
- Familiarity with various contact center technologies and methodologies.
- Certification in Quality Assurance or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Full remote work setup, providing flexibility and work-life balance.
- Opportunities for career advancement and professional development.
- Access to a wide range of training programs and continuous learning resources.
- Employee assistance programs and mental health support.
- A supportive and inclusive company culture.
- Work with a global leader in customer experience.
How to Apply
Ready to ensure excellence from the comfort of your home? Click the link below to submit your detailed application. Please ensure your resume highlights your relevant experience in quality monitoring and your ability to thrive in a remote environment. We look forward to reviewing your qualifications!