Application deadline on April 1,2011

Quality – Customer Research Associate (Project-based), National Capital Reg.
(National Capital Reg – Shaw Blvd., Mandaluyong City)

Responsibilities

Responsible for conducting survey by calling the customer using the prescribed survey questionnaire and guided by the call flow script; for ensuring that the daily call targets are met to generate the required volume of calls and customer comments for analysis; for escalating calls to operations through real-time transfer or by sending e-mail to request for customer call back; for conducting initial data analysis through comment coding; and for monitoring the action plans implemented by operations to follow-up issue resolution and for improving the overall performance of the agent.

- Prepares daily list of customers to contact based on the information provided by operations.
- Calls the customer to conduct the survey as part of the eTelecare’s Customer Feedback – Management using the prescribed survey questionnaire and following the script or call flow.
- Encodes information regarding the results of the survey, including survey responses, customer comments and other pertinent information that will provide a better understanding of the customer’s overall experience.
- Provides information to Operations by sending the survey results especially for those unresolved cases or dissatisfied employees.
- Sends survey to the concerned TLOM through email to provide feedback regarding the results of the survey.
- Transfers escalates the call to the concerned Operations POC to resolve issues immediately after the survey
- Completes the daily survey target as defined by the Global Quality team based on program requirements targets.
- Generates raw data with comments and conducts initial comment coding and data analysis.
- Consolidates survey information in the survey database for analysis & reporting.
Monitors the action plans or interventions implemented by operations to address customer concerns and the performance of the agents based on the feedback provided.

Requirements

- Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Organizing flow of thought, ability to express one’s thoughts and ideas, probing skills.
- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Documenting in verbatim the customer’s responses during the survey interview process.
- Managing one’s own time and the time of customer
- Ability to efficiently perform various tasks simultaneously.
- Ability to type at least 60 to 80 words per minute.
- Knowledgeable in Microsoft Office tools and other basic computer applications
- Minimum of at least 2 years of College education (of any course)

Stream International Global Services Philippines, Inc.
2/F, Worldwide Corporate Center, Shaw Boulevard, Mandaluyong 1000.