Fatima D. Email & Phone Number

The Quality Analyst oversees the overall quality performance and manages implementation of quality processes for the Financial Times Customer Service Department Leads in the continuous quality initiatives of all Financial Times products and brands.Conducts call listening and calibration sessions with Team Leaders and Customer Service Representatives.Manages quality requirements, documentation and develop QA monitoring forms and reporting.Collaborates with Team Leaders and Trainer in identifying outliers or bottom performers and address opportunities and focus areas to drive performance.Maintains accurate measurement and reporting of all assigned quality metrics and targets.Supports and gives feedback to Financial Times' Customer Service Management.Monitors the Quality SLA’s, projects and process improvements.Develops and maintain quality standards on every client interaction.Drives compliance and completion of all quality activities.

Makati

Sample and evaluate call qualityParticipate in calibration sessions with Quality Leadership staff, Convergys personnel and clientsAchieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, phone time, calibration time, etc.)Participate in Internal Quality Audits (e.g. periodic audits of all Key Customer Related Processes to determine process control and efficiencies) and recommend changesSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goalsProvide feedback through call monitoring system to assist Team Leader in development of front-line employeesGenerate and Analyze reports and trends to determine success and opportunities of the site.Participate and/or lead initiatives geared towards Customer SatisfactionDevelop comprehensive processes with appropriate linkages to operational efficiency measures; implement process management procedures; goals; and objectives.Ensure compliance to CVG transaction monitoring processes and associated client requirements.