Irvin Jacob Email & Phone Number

Philippines

• Responsible for the ongoing assessment and evaluation of call quality and processes.
• Identifies issues and trends observed during evaluations and provide clear, concise and constructive coaching notes.
• Measures, analyzes and evaluates quality service through application of performance and quality standards
• Participates in weekly QA calibration sessions
• Captures client calls for auditing purposes
• Maintains quality reports and summaries for the team categorized in… Show more

Rizal, Calabarzon, Philippines

• Conducting audits on a daily basis for a back-office content moderation campaign
• Attending and facilitating weekly client calibration calls and calibration sessions with assigned teams
• Performing side-by-side monitoring and performing feedback sessions with Teammates and Team Leaders.
• Submitting daily and weekly quality reports, identifying potential quality issues per process
• Providing real-time support to team leads, senior teammates and teammates

Quezon City, National Capital Region, Philippines

• Conducting quality audits for phone and messaging modalities
• Administering coaching sessions and QA talks
• Attending weekly calibration sessions with campaign client
• Making campaign policy recommendations
• Performing customer satisfaction/dissatisfaction analyses
• Implementing and monitoring preventative and corrective actions to ensure that quality standards are achieved

Quezon City, National Capital Region, Philippines

• Providing messaging customer support for users of ride-sharing campaign

Rizal, Calabarzon, Philippines

• Promotion of products/services through affiliate links
• Creating and implementing processes to automate said referral system
• Implementing SEO and niche marketing strategies

Rizal, Calabarzon, Philippines

Providing phone customer support for an automobile campaign