[ref. p45154624] Urgent | Quality Specialists for Concentrix Banawa
Concentrix Cebu Full-time
This role has a specific focus on conducting post mortem reviews, filed with the sales, leadership and other FTEs to determine if there are weaknesses in specific processes and controls leading up to the report as well as opportunities for improvements.
The role will work with stakeholders within the Vendor Operations team, Quality and other business units. The findings and recommendations of the post mortem reviews are then to be presented to the Vendor operations management team.
Responsibilities:
- Plan and conduct post mortem reviews
- Reports and non-reported investigations to determine if systemic weaknesses exists in current processes, controls, and/or systems
- Review all aspects of client lifecycle during post mortem reviews
- Review client profiles, transactions, periodic reviews, transaction monitoring
- Document all investigative findings in accordance with procedures
- Gain buy-in from stakeholders on agreed remediation actions
- Liaise with internal teams on findings and agreed actions before presenting results
- Review and write related policies and procedures
- Make recommendations to Senior Management when and where appropriate
- Assist QA team to provides coaching and training to junior team members
- Assessing the effectiveness of internal procedures and policies and making change recommendations
ConcentrixCebu City
to develop new models to support staffing and volume changes
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Concentrix financial performance are met
• Partner with support functions (IT) to ensure...
ConcentrixPhilippines
Full time
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ConcentrixCebu City
Job Description:
The Quality Analyst role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established...