日本と海外をつなぐクラウドソーシング

Teleperformance

Quality Analyst

2011/01～ 2016/09

• Monitor and reviews agents work and ensures they follow correct process being set by the client.
• Discuss scorecards and metrics that needs to be achieved weekly
• Conducts coaching to agents to make sure targets and commitments are met
• Work with Team Leaders to help improve performance
• Responsible in creating ideas or programs and engage agents to help develop their skills

KKH Philippines

Quality Analyst

2016/09～ 2018/10

• Monitor and reviews agents work and ensures they follow correct process being set by the client.
• Provides weekly feedback and conducts coaching or training as needed.
• Analyze critical performance behavior and metrics to the organization.
• Help develop evaluation programs that enhance organization output.
• Provide possible solutions and actionable insight for performance improvements.
• Working in partnership with Operational Leaders through evaluation form along with the process of disseminating vital information to ensure improvements.

Trax Philippines

Carrier Account Manager

2018/11～ 2019/07

• Manage Carrier’s Local Service Providers (LSP)
• Responsible in reviewing or audit invoices
• Answer queries through emails or phone calls
• Responsible in managing 30 Local Service Providers
• Analyze problems at hand and provide resolution
• Responsible in creating Monthly Report and present in to respective LSP’s POC
• Responsible in processing invoices and make sure they get paid on time