We're Hiring.
Responsibilities:
- Facilitate and Conduct Quality Calibrations for Customer Support and related functions acting as a key point of contact for all retrieving, reviewing and preparing all contacts (email, phone and chat, etc.) for calibration sessions.
- Identify Floor Performance Gaps and Root Cause through fact based analysis and trends
- Initiate, Implement, Lead and Recommend Performance Action Plans that will deliver a measurable benefit to the business and/or our customers through Adherence, Quality Coaching, and Agent Effectiveness.
- Trend Analysis, Root Cause, Intelligence, and identify opportunities for Process Improvement
- Daily Tracking reports for all QA evaluations
- Proactively work to identify problems that may hinder employee and team performance and discover related solutions.
- Work with team leaders to manage employee performance and discover related solutions.
- Facilitate QA calibration Internal and external
- Analyze and interpret reporting results and proactively communicate trends to all associated clients.
- Research best practices to impact quality improvement initiatives and coaching techniques
- Design, Develop and implement new quality and coaching procedure program.
- Required Skills: Can deal with all levels of management, Driven for best results, Action Oriented, Good working Relationship, Customer and client focus, Proactive Decision Quality, Quick in Problem solving skills, Goal oriented, Knowledge of and familiarity with QA tools and coaching techniques, Good Analytical skills, Intermediate to advance level of MS Office Proficiency.
Requirements:
- Candidate must possess at least a Bachelor's/College Degree, any field.
- At least 2 year BPO work experience doing Quality
- excellent communication skills
- willing to work on graveyard shift
- Willing to work in CDO
We're made of something different.
We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients. Think you have what it takes? Join us!
We want you.
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.
The perks.
- Learning and Development Opportunities
- Career Advancement Opportunities
- Healthcare Benefits
- Group Life Insurance
- Tenure Based Benefits
- Profit Sharing
- Annual Performance Appraisal
- Retirement Benefits
What we do.
Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150+ brands and counting.