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Quality compliance and evaluation

Quality and compliance

Quality Assurance Team monitor and report on issues relating to compliance, brand protection for the vendor/CHIBI, and agent behaviour towards customers ensuring high quality of customer engagement is delivered.

  1. Requirement Management
    Monitor calls to ensure agents are compliant, competent and that they are conducting themselves in accordance with legislative and company guidelines.
  1. Issue & Defect Management
    Identify drivers of customer satisfaction and develop/implement improvements and/or enhancements.
  1. Audit & Report
    Analyse call outcomes, identify trends and raise through the correct channels.
  1. Process Improvement
    Continuously test and retest processes to establish functionality and effectiveness and determine what modifications may be needed.

Training

Week 1: Foundation Training
  • Corporate Induction
  • Company culture and values
  • Communications Skills Training (Speech and Grammar, Accent and Language, Filipinoisms, Positive Scripting, Preventive Bridging, Avoiding Early Call Termination, Active Listening, Empathy, Common Call Scenarios)
  • Cultures Training
  • Debt Collections Guidelines Training
  • Tools and System Navigation
  • Customisable Collective Learning Hub courses available based on skills needed
Week 2: Product Specific Training
  • Product specific based on your need and with our trainers working in conjunction with your team to get the best results
Week 3: Academy Bay (A-Bay)
  • Transitioning of Trainees to the Production Floor
  • Blended Training and Live calls for Five (5) Days with the Trainer’s Leadership
  • Coaching for Opportunities Identified from Evaluated A-Bay Calls

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Industry Experience

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