LTC Quality Coach (Quality Analyst)

Manulife – Quezon City, Metro Manila – Job Description : Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Job Description A Call Quality Coach evaluates a selection of calls for each CSR/CSP on a monthly basis, deliver coaching and regular feedback sessions to develop individual performance improvement plans in relation to providing quality service. He/she also communicates with the business unit for any quality improvements and development programs. Responsibilities Evaluate calls and transactions for accuracy, completeness and adherence to company policies and compliance. Provide assessment results and feedback through regular coaching sessions with CSRs Perform monthly remote and/or side-by-side monitoring for Customer Service Staff Analyze and report audit trends and suggest improvements to the Business, leadership and training tea…

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