SUBSIDIARY ICONN
POSITION QA Associate - Call Center Operations
WORK LOCATION National Capital Region
DATE POSTED May 04, 2021

BUSINESS SUMMARY

iCONNECT CONVERGENCE INC. (iCONN) is a customer service and relationship management consulting and outsourcing business powered by ABS-CBN Corporation to serve its customers and that of its subsidiaries and affiliates.

We provide technical and non-technical customer service and relationship management functions, such as but not limited to directory and information assistance, sales generation, order-taking, telecollection, cross-selling, up-selling, telemarketing for the purpose of promoting and advertising products and services, requests and inquiries handling, sales fulfilment and payment facilitation, whether for itself or for other parties.

We believe that the purpose of our existence is anchored upon the need to provide unparalleled customer experience by creating and deepening good relationships with customers and ultimately making them feel like a true kapamilya in all channels and interactions we serve.

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.