BUSINESS SUMMARY
iCONNECT CONVERGENCE INC. (iCONN) is a fully owned subsidiary of ABS-CBN Corporation established in 2013, founded by ABS-CBN Executives to provide customer service and relationship management to the parent company, its subsidiaries, affiliates, and customers. With over 10 years of existence, ICONN’s service objective is anchored to provide unparalleled customer experience by creating and deepening good relationships with customers with enabling and world-class customer solutions.
It is with pride that we share the same passion and commitment to being of service and offering our talent not just to the Filipino People but to a global audience. With a culture deeply rooted in service orientation and closely aligned with ABS-CBN’s vision, mission, and values, we bring a wealth of competencies and expertise spanning various fields including contact center operations, customer experience, social listening and insighting, community management, training, workforce and quality management project management, and strategic partnership development.
RESPONSIBILITIES
The main role of QA Associate is to evaluate incoming and outgoing calls to ensure quality customer service, and adherence to the policies and procedures of the organization. He/She provides feedback to assist in the creation of performance improvement goals and the development of training programs. He/She will have to lead or participate in Performance Improvement Projects.
REQUIREMENTS
- Proficient in MS Excel, MS Powerpoint and MS Word
- Excellent in both oral and written communication
- Excellent listening and strong analytical skills
- Professional demeanor, dependable, and able to maintain confidential information
- Must be able to effectively communicate with agents, internal departments, clients and management.
- Flexible, detailed, and able to successfully adapt to change
- Ability to work independently
- Ability to work extended hours as needed
- With QA background/experience an advantage
Preference will be given to candidates who APPLY ONLINE.