Job Summary: The Team Leader is responsible for managing a team of call center agents handling collections and retail customer interactions. This role ensures the achievement of key performance indicators (KPIs), including collections targets, customer satisfaction, quality, and compliance. The Team Leader will provide coaching, performance management, and operational support to drive team success and business results.
Key Responsibilities: 1. Team Management & Leadership • Supervise and manage a team of call center agents (collections and/or retail support). • Conduct regular coaching, feedback sessions, and performance reviews. • Motivate and engage team members to achieve targets and maintain high morale. • Handle escalations and support agents in resolving complex customer concerns. 2. Collections Performance • Monitor and drive collections targets (e.g., recovery rate, promises to pay, conversion rates). • Ensure adherence to collection strategies, scripts, and compliance standards. • Analyze delinquency trends and recommend action plans to improve recovery. 3. Retail Customer Support Oversight • Ensure high-quality customer service delivery for retail accounts. • Monitor customer satisfaction (CSAT), first call resolution (FCR), and service levels. • Support issue resolution related to billing, orders, returns, and account inquiries. 4. Quality & Compliance • Ensure agents comply with company policies, regulatory requirements, and call handling standards. • Monitor call quality and provide actionable feedback. • Conduct audits and ensure documentation accuracy. 5. Performance Monitoring & Reporting • Track team KPIs (AHT, CSAT, QA scores, collections targets, attendance). • Prepare daily, weekly, and monthly performance reports. • Identify performance gaps and implement improvement plans.
Qualifications:
• At least 2–3 years of experience in a call center environment. • Minimum 1 year of leadership or supervisory experience (Team Lead/SME). • Experience in collections and/or retail account management is highly preferred • Must be amenable to work on-site (Robinsons Cybergate 2, Mandalagan, Bacolod City) and graveyard schedule (CST/EST Timezone).
Job SummaryThe Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with company standards, policies, and performance expectations. This role focuses on improving agent performance, enhancing customer experience, and driving continuous process improvement through quality assurance, coaching, and reporting.
Key Responsibilities
Quality Monitoring & EvaluationMonitor customer interactions (calls, chats, emails, and other channels) to ensure adherence to company guidelines, policies, and quality standards.Evaluate agent performance using predefined Key Performance Indicators (KPIs) such as customer satisfaction, script adherence, accuracy, and resolution time.Identify performance gaps, trends, and opportunities for improvement, escalating critical issues when necessary.
Feedback & CoachingProvide timely, constructive, and actionable feedback to agents based on quality evaluations.Conduct regular coaching sessions focused on communication skills, product knowledge, and effective customer handling techniques.Partner with team leaders and managers to review performance results and develop improvement plans for underperforming agents.
Reporting & DocumentationMaintain accurate and up-to-date quality monitoring records, including feedback, corrective actions, and follow-up plans.Prepare daily, weekly, and monthly quality performance reports highlighting trends, strengths, and areas for improvement.Analyze and report on common customer complaints and recurring agent performance issues for management review.
Process ImprovementCollaborate with management and cross-functional teams to identify process gaps and recommend improvements to enhance service quality.Participate in internal audits and quality assessments to ensure compliance with established standards.Suggest updates to training materials, procedures, and quality guidelines based on monitoring results and customer feedback.
Training & Development SupportSupport the training and onboarding of new agents by sharing best practices, quality expectations, and performance insights.Serve as a subject matter resource by answering agent questions and providing guidance to support skill development.
Customer Experience FocusEnsure agents consistently deliver positive customer experience by following customer service standards and resolving inquiries effectively.Track customer satisfaction data and feedback to identify patterns, root causes, and improvement opportunities.
Compliance & AdherenceEnsure all agents comply with company policies, regulatory requirements, and industry standards.Identify deviations from standard operating procedures and promptly escalate non-compliance issues.
Collaboration & CommunicationWork closely with team leaders, managers, and other departments to align quality objectives and address performance challenges.Act as a liaison between agents and management by communicating feedback, concerns, and improvement recommendations.
Qualifications & Skills3 year's experience in Quality Assurance, Quality Analysis, preferably in a BPO setting. Strong analytical skills with attention to detail.Excellent verbal and written communication skills.Ability to deliver feedback professionally and coach agents effectively.Proficiency in reporting, documentation, and quality monitoring tools.Strong understanding of customer service principles and performance metrics.Must be amenable to work on site (Robinsons Cybergate 2, Mandalagan, Bacolod City) and graveyard schedule (CST/EST Timezone).
