Discover your 100% YOU with MicroSourcing!
Position: Quality Analyst
Location: Eastwood Libis, Quezon City
Work Setup & Shift: Onsite | Night shift
Why join MicroSourcing
You'll Have
Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role
Monitor calls and chats that agents are following the account's policies and procedures
Coach agents based on quality performance
Create action plans for agent improvement
Attend internal and external calibrations
Handle escalated customer issues as required
Prepare reporting on order deficiencies
Responsible for reviewing the accuracy of information input
Responsible for achieving and exceeding performance expectations by meeting daily, weekly, and monthly input targets while operating autonomously
Accountable for staying current with new product and market trends in the payment industry using the information as part of merchant conversations
Responsible to acquire and maintain a working knowledge of Moneris products and services in addition to partner solutions
Requirements
- Quality Monitoring: Consistently monitor calls and chats to ensure adherence to account policies and procedures.
- Coaching and Improvement: Actively coach agents to enhance performance and create actionable improvement plans.
- Escalation Management: Effectively handle escalated customer issues with professionalism and resolution focus.
- Performance Accountability: Meet and exceed daily, weekly, and monthly performance targets autonomously.
- Product Knowledge: Maintain up-to-date knowledge of Moneris products and market trends to inform merchant conversations.
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.
Join us in celebrating YOU and your 100%! For more information, visit https://www.microsourcing.com/
