NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer-Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 

Working with both your NielsenIQ colleagues and spending time with FMCG clients, you will build partnerships to allow you to understand your client needs and requirements. You'll use this knowledge to develop in depth analytics and create compelling stories that deliver the insight to drive business growth. You will be part of a team of client service individuals who specialize in FMCG/Retail at NielsenIQ. 

Companies have increasingly been relying on market insights to make informed decisions and our role at NIQ has evolved into us being information scientists -predicting the ‘What's Next’ for our clients, in order for them to grow, stay relevant in the present, and for the future. Our behavioral researchers in NIQ’s Consumer Insights team tackle our clients’ issues by unlocking the why and the how, while our data researchers identify key clients' priorities quantitatively by applying data science techniques to the survey and other big data sources.

Responsibilities

• Maintaining and building an accurate, complete, up-to-date understanding of the market with insightful data and intelligence
• Accountable for analyses, charting, and performing quality checks for analytic reports
• Assisting in developing analytical solutions, consumer insight recommendations, and developing questionnaires aligned with client goals and needs
• Assisting in preparation of proposals and credential presentations
• Ensuring timely and quality deliverables and services to clients
• Providing administrative and operational support in research projects
• Collaborating with the various internal teams for research projects

A Little Bit About You

You will play an essential role in managing research projects from start to finish, supporting the Manager on research design, analysis, reporting through to presenting findings to clients. We will arm you with the best in market research skills and capabilities, through on the job coaching and structured training. You will also be given access to our full range of data and analytics solutions. Whilst we love surveys, we also have plenty of other data to quench your curiosity and wow your clients.

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer-Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 

Working with both your NielsenIQ colleagues and spending time with FMCG clients, you will build partnerships to allow you to understand your client needs and requirements. You'll use this knowledge to develop in depth analytics and create compelling stories that deliver the insight to drive business growth. You will be part of a team of client service individuals who specialize in FMCG/Retail at NielsenIQ. 

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer-Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 

Working with both your NielsenIQ colleagues and spending time with FMCG clients, you will build partnerships to allow you to understand your client needs and requirements. You'll use this knowledge to develop in depth analytics and create compelling stories that deliver the insight to drive business growth. You will be part of a team of client service individuals who specialize in FMCG/Retail at NielsenIQ. 

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences!

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy
  

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: KWM

Location: APAC, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: In-Office, Hybrid

NIQ Client Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer-Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 

Working with both your NielsenIQ colleagues and spending time with FMCG clients, you will build partnerships to allow you to understand your client needs and requirements. You'll use this knowledge to develop in depth analytics and create compelling stories that deliver the insight to drive business growth. You will be part of a team of client service individuals who specialize in FMCG/Retail at NielsenIQ. 

NIQ Client Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

We are looking for a skilled Accounting Executive Associate (AP) to be responsible for processing all invoices received for payment and for undertaking the payment of all creditors in an accurate, efficient and timely manner.  Accounting Executive Associate (AP) is essential for ensuring accurate financial record-keeping, maintaining strong vendor relationships, optimizing cash flow, supporting financial reporting and audits, and driving operational efficiency and cost control within the organization. Their role is integral to the overall financial management and success of the organization.

Job Responsibilities:

1. Process outgoing payments in compliance with financial policies and procedures
2. Perform day to day financial transactions, including verifying, classifying, and recording accounts payable data
3. Reconcile the accounts payable ledger to ensure that all bills and payments are accounted for and properly posted.
4. Verify and investigate discrepancies, if any, by reconciling vendor accounts and monthly vendor statements
5. Facilitate payment of invoices due by sending bill reminders and contacting clients
6. Generate reports detailing accounts payables status
7. Understand expense accounts and cost centers
8. Understands compliance issues around accounts payable processes (W-9, sales tax, etc.)
9. Various administrative tasks, including mailings, typing correspondence, report preparation, scanning, etc.

Maintain a client service orientation by managing day-to-day administration of client service and coordinating on analysis and reporting of assigned research projects.

Responsibilities

• Maintain an accurate, complete, up-to-date and insightful client business profiles to be shared with senior management
• Assist senior staff in delivering quality services to clients and ensure the services provided to clients are timely and precise according to client business needs and specifications and at the same time meeting the company's quality standards
• Assist in sales activities in conjunction with senior staff in terms of preparation of proposal and credential presentations
• Communicate client needs to appropriate team members
• Provide "in office" research, administrative and operational support to senior staff
• Be directly accountable for work conducted for their nominated clients in terms of analyses, charting, etc. 
• Ensure client service deliverables are aligned with the regional client service standards
• Maintain an accurate and up-to-date knowledge on research techniques and applications
• Integrate multiple data sources to answer business issues
• Perform quality checks on all reports for alignment to request, accuracy and correctness
• Ensure standard operating procedures within area of responsibility are observed
• Recommend improvements in work processes within area of responsibility

NIQ Client Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer-Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 

Working with both your NielsenIQ colleagues and spending time with FMCG clients, you will build partnerships to allow you to understand your client needs and requirements. You'll use this knowledge to develop in depth analytics and create compelling stories that deliver the insight to drive business growth. You will be part of a team of client service individuals who specialize in FMCG/Retail at NielsenIQ. 

JOB SUMMARY:

The Executive Assistant is a key administrative professional who supports the Head of Global Client Delivery – Philippines and will be the point of first contact for executives, managing their schedules, coordinating meetings, and handling correspondence.

As an indispensable asset to executives, they help maintain operational efficiencies, coordinate logistics, and facilitate communication across different departments.

This role demands high professionalism and flexibility, as Executive Assistants will interact with internal and external stakeholders, including other employees, clients, and partners. while maintaining the confidentiality of high-level systems and operations

ROLE AND RESPONSIBILITIES:

• Schedule and coordinate meetings, appointments, and travel arrangements for the executive team.
• Prepare and distribute meeting agendas, summaries, and minutes to ensure effective communication and follow-up.
• Assist with project management tasks, such as tracking deadlines, coordinating resources, and monitoring progress.
• Conduct research and collect/analyze data to support decision-making and provide valuable insights.
• Prepare and edit correspondence, reports, presentations, and other documents as needed, ensuring accuracy and professionalism.
• Maintain databases and records, ensuring they are comprehensive, up-to-date, and easily accessible.
• Manage and prioritize daily workload, effectively balancing multiple tasks and deadlines.
• Handle confidential information with discretion and maintain a high level of professionalism and integrity.
• Perform general administrative tasks, such as answering calls, responding to emails, and organizing files.
• Troubleshoot and resolve office-related issues to maintain a smooth workflow and productivity.
• Provide excellent customer service to internal and external stakeholders, fostering positive relationships and enhancing the overall experience.
• Foster a sense of teamwork and collaboration by promoting open communication and supporting the executive team's needs.

General Purpose:  Ensures products and services meet client, stakeholder and contractual expectations, by monitoring order processes/SOPs to enhance operations, ensure reliability of work product, and minimize  errors.

 Responsibilities and Duties

1. Implementation of quality assurance procedures
2. Order inspection and review of workflow
3. Contract review
4. pricing
5. process
6. accuracy
7. reports weekly on results
8.  identify and log work errors with resolution or action items for correction
9. Evaluate processes and procedures to identify areas for improvement and share actionable process suggestions to enhance efficiency and effectiveness.

At NielsenIQ Analytics, we enhance clients' sales strategies by optimizing price, promotion, and shelf placement. With purchase decisions made in-store, brands need effective distribution and sales strategies. As a graphic designer, you'll create visually compelling campaigns promoting our products and services to maximize our clients' store presence and optimize their retail investments.

Responsibilities

• Design and Development: Create high-quality visual content for sales materials, including presentations, flyers, product sheets, infographics, email templates, and digital content.
• Collaboration: Work closely with the inside sales team to understand their needs and develop visual solutions that enhance their sales presentations and communications.
• Brand Consistency: Ensure all design materials adhere to company brand guidelines and maintain a consistent visual identity across all sales and marketing collateral.
• Content Creation: Develop engaging and informative content that highlights the features and benefits of our products and services.
• Project Management: Manage multiple design projects simultaneously, ensuring timely delivery and prioritization based on the sales team's needs and deadlines.
• Market Research: Stay updated on industry trends and competitor activities to inform design strategies and ensure materials are current and relevant.
• Quality Control: Review and proof all design work to ensure accuracy, quality, and alignment with company standards and client needs.
• Feedback and Revisions: Incorporate feedback from the sales team and other stakeholders to refine and improve designs.

Quality Assurance (QA) plays a critical role in ensuring that issue handling and services meet quality standards and customer expectations. By establishing and maintaining quality processes, conducting rigorous assessment and inspections, and driving continuous improvement initiatives, they contribute to the organization's reputation for delivering high-quality solutions and services.

Responsibilities and Duties

• Ticket Analysis and Review: Reviewing and analyzing tickets or reported issues to understand their nature and severity.
• Quality Assessment: Evaluating issue handling or services to ensure they meet quality standards and specifications.
• Identification of Trends and Patterns: Identifying recurring issues or patterns in quality issues to address root causes and prevent future occurrences.
• Coaching and Training: Providing guidance and training to team members to improve their understanding and execution of quality standards and processes.
• Metrics and Reporting: Collecting data and generating reports on quality metrics such as defect rates, resolution times, and customer satisfaction scores to track performance and identify areas for improvement.
• Collaboration and Communication: Working closely with other teams such as shift leads, process analysts, and tech hub engineers to address quality concerns and ensure alignment on quality goals.
• Continuous Improvement: Implementing strategies and initiatives to continuously enhance the quality of services through process improvements, technology upgrades, or skill development.
• Customer Satisfaction Focus: Ensuring that quality efforts are ultimately aimed at improving customer satisfaction by delivering services that meet or exceed their expectations.

As a Marketplace Content Associate, you will report directly to the  Marketplace Quality Associate Manager. You will perform content moderation in all areas related to marketplace quality across all countries where Carousell operates. You will act as a generalist who will perform actions to support the content integrity of the platform, with internal and external user experience in mind. This is a full-time project-based (12 months) role based in Ortigas, Pasig, Metro Manila, Philippines.

Responsibilities:

• Perform manual moderation functions for incoming ads / users  from different sources of report.
• Ensure listings and users in our platform are compliant to our policies.
• Identify and act on suspicious or undesirable content or behavior in our platform.
• Perform moderation functions using different tools.
• Identify areas of improvement and suggest solutions to enhance User experience to keep the marketplace safe.
• Send and Respond to tickets in relation to S&Q iniatives, fraud, disputes, account enforcement, and respond to authorities.
• Respond to escalation from different channels in the organization

·       Reporting directly to the Quality Manager.

·       Ensuring that your team delivers quality work to internal and external clients in an efficient and timely manner.

·       Facilitating activities that will engage team members and nurture a fair and innovative culture through team buildings, planning sessions, rewards and recognition, etc.

·       Ensuring and tracking the productivity and coverage targets of your assigned team.

·       Serving as an alternative contact person in the absence of the QA Manager.

·       Properly onboarding and facilitating goal setting the new QAs in your team.

·       Providing feedback to Operations and Quality Managers on campaign results and trends.

·       Conducting spot-checks on evaluations made by QAs, Team Leaders, Sales Coaches, and Trainers at least once a month.

·       Taking ownership of Critical Errors, Physical/Information Security Processes, and escalating to Operations /Training/QA Management, and HR as needed.

·       Collaborating with Operations and Training teams in mentoring Team Leaders and Trainers on QA tools and processes via calibrations, triad coaching sessions, one-on-ones, etc.

·       Consolidating and analyzing results and trends on quality metrics and sending weekly and monthly QA reports.

·       Data analysis, sharing of performance trends and actionable recommendations to Operations and Training for agent/program performance, knowledge, and skills improvement

·       Creation and documentation of QA- or campaign-specific processes.

·       Liaising with Operations, Training, and Clients on development and improvement plans for Operation-, Training-, and QA-related processes.

·       Actively participating in internal and client meetings and performance reviews.

·       Providing additional evaluations and/or spot checks to help identify call trends and agent behaviors.

·       Regularly mentoring and coaching QAs

·       Preparing the QAs’ monthly scorecard and discussing the QAs’ performance individually.

·       Reviewing the good calls submitted by the QAs and submitting them to the QA Manager.

·       Administrative functions such as timekeeping, carrying out of corrective actions as needed, performance assessments, etc.

·       Carrying out other tasks as assigned by the Quality Manager.

Join the A-Team and experience the A-Life!

Quality Analyst for High Velocity Sales Team
Manila, Philippines

OVERVIEW

Quality Analyst manage and implement a company’s quality assurance and control systems to ensure proper execution of products and client satisfaction every time. People in this role are committed to ensuring the sales associates are executing their jobs on the phone flawlessly whenever possible

RESPONSIBILITIES
•    Direct audit activities 
•    Conduct same call observation and frequently evaluate effectiveness of the Business Development Representatives
•    Works in partnership with the Business Development Sales Manager to ensure that all associates are meeting call quality standards
•    Track trends and make recommendations for refresher and/ or up- training to the training and operations team
•    Establish priorities and ensure maximum usage of assigned resources
•    Implement, support, and manage practices for assuring that quality and processes are adhere to standards and internal quality audits
•    Coordinate control plans and action plans to achieve expected results
•    Lead, mentor, and develop sales associate to promote quality awareness and implement quality programs and initiatives
•    Facilitate or lead quality training on quality management tools
•    Ensure that the sales associates are updated regarding new products, processes, and services launched by the company
•    Ensures effective monitoring and evaluation of the sales associates on a regular basis
•    Device systems or matrix to identify opportunities areas of sales associates and ensure proper feedback via Quality emails, instant feedback, counseling, short coaching,
•    Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed
•    Conduct calibration sessions between the sales managers
•    Develop reports showing inspection and audit performance and improvement opportunities including daily quality score report, performance improvement initiative reports and monthly quality report
•    Develop new ideas to improve overall quality in the process
•    Conduct meetings regularly with inspection and audit team to help consistency in teamwork.
•    Involve in team driven actions to help improvements
•    Runs and analyzes reports and ensues that all reports are accurate and reliable
•    Assumes and performs other duties and responsibilities not specifically outlined here in
•    Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
QUALIFICATIONS
•    Bachelor’s Degree preferred
•    2-3 years working experience in the related field in a BPO setting
•    Can work successfully in an ambiguous, fast paced, growing, deadline-driven environment
•    Accuracy and attention to detail
•    Teamworking skills
•    Results driven 
•    Highly organized 
•    Focus on great internal and external customer service 
•    Ability to manage multiple projects in multiple functional areas simultaneously 
•    Flexibility and adaptability to adjust to changing project needs in evolving situations
•    Independently exercise excellent judgment, discretion and sound reasoning in making important decisions
•    Strong level of proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
•    Excellent professional communication skills required, both verbal and written
•    Must be able to interface with Board members and Partners and consistently exude a pleasant, polished, and professional image
•    Proficiency in managing multiple projects effectively, with a high degree of accuracy and in a timely manner
•    Ability to switch gears and frequently reprioritize while keeping a calm and controlled demeanor
•    Must demonstrate excellent interpersonal skills and a strong customer service acumen
•    Must be proactive in anticipating executives’ needs and must consistently demonstrate a strong sense of urgency
•    Required to interact effectively and efficiently with all levels of employees
•    Flexibility for overtime

Join the A-Team and experience the A-Life!

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations. 

Responsibilities 

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center 
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform 
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders 
• Provide clear and accurate responses as well as market expertise to stakeholders 
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption 
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators  
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization  
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards  

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!

Rentokil Initial

Rentokil Initial is an international business services company employing 46,031 colleagues across 88 countries.

We strive to protect people and enhance lives, for example by controlling pests, and improving hygiene. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Awards

Rentokil InitiaI Philippines is officially ranked in the top three most engaged places to work in the Philippines, as part of the annual Korn Ferry Employee Engagement Awards 2018.

Philippine Best Employer Brand Awards 2019.

Find out more on careers.rentokil-initial.com

Your day-to-day responsibilities will include:

1. Sales / Service Efficiency

• Achieve monthly Key Performance Index (KPI) and Sales targets
• Act and prevent contract terminations and ensure customer contract retention
• Monitor, evaluate and ensure customer service satisfaction
• Act on changing customer needs, market conditions and competitor activity with speed and quality
• Conduct complete survey; ensure pertinent details are clearly stated.
• Sell according to the prescribed pricing as per the price list and discount structure or as approved by the management.
• Comply to all processes and procedures, quality standards
• Use appropriate sales kits and sell professionally.

2. Administration and Policy Directive

• Ensure all required documents/ paper works (like Service Agreements/Job Acceptance, SRS, IDAR, Service Cards, Credit Checklist, etc.) for contract renewal and up-selling businesses are complete and accurate and in accordance with SOP.

• Drive SHE policy compliance and zero tolerance policy. Achieve LTAR target set for the year for both Pest Control & Hygiene
• Attend regular meetings to address issues and concerns, performance review and weekly updates.
• Maintain accurate records and submit on time all reports and documents as required by management.
• Attend to other work related duties as may be assigned to you from time to time.

3. Customer Development

• Ensure all Customer complaints & inquiries are acted as a matter of urgency and importance following the company SOPs and 2/24 promise.
• Conduct regular face to face customer visit to maintain good business relationship and thus improve customer retention.
• Act on potential sales and collection opportunities to help generate additional new business, up-selling and improve collection.
• Attend required trainings, meetings, conferences and other official company functions necessary for business growth, government legislation compliance and customers’ requirement.
• Ensure satisfactory after sales service is provided to clients and provide regular communications between the client and team, to provide strong team representation to meet the customer’s expectations.
• To attend to all enquiries from prospects and existing customers.
• Act on customer needs and goals within the organization to ensure quality delivery of the agreed solutions and services
• Build rapport with customer and develop additional and repeat business
• Execute of the Customer Contact Strategy for the purpose of customer satisfaction and retention.

4. Collection / Credit Management

• To assist with the collection of debts and credit issues.
• To manage the wellness of the customer’s account in ensuring good credit status and liaise with the credit controllers on effective cash collection to customers.
  

Do you have what it takes? If you want to be considered for this role you will need:

• College graduate of any related Courses
• Fresh graduates are welcome to apply, but with 1-2 yrs related experience with strong inclination to Sales and/or Customer Service Relationship.
• With excellent communications and customer relation skills
• Ability to multi task, prioritize and manage time effectively
• Proficient in MS Office applications
• Willing to work in Kalawaan Pasig City

Are you interested? Here's what you can expect when you join us...

Benefits From Start Date

• HMO (Health Insurance)
• Group Personal Accident Insurance
• Group Term Life Insurance
• 13th Month Pay
• Paid Non working holidays

Benefits after 6 months of continuous work and pass the performance evaluation;

• Annual pay increase
• Vacation Leave
• Sick Leave (with cash conversion)
• Birthday Leave
• Paternity/Maternity Leave
• Matrimonial Leave
• Bereavement Leave
• Other perks

Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

The Training & Quality Manager will be responsible for overseeing the daily training and quality management operations aimed at achieving business objectives.

This encompasses, but is not restricted to, developing & executing the project’s quality assurance strategy, implementing the end-to-end training and development roadmap, and identifying opportunities for continuous improvement initiatives, ensuring the realization of benefits, and maintaining effective communication with clients, Player Engagement leadership and stakeholders.

Training Responsibilities

• Design and develop comprehensive training programs (PST to Nesting) for new and existing employees, ensuring alignment with organizational goals.
• Oversee training sessions covering diverse topics such as product knowledge, customer service skills, and company policies.
• Identify performance opportunities and strengths among team members.
• Develop individualized training plans to enhance the skills and capabilities of each staff member.
• Produce a variety of training materials, including manuals, presentations, and multimedia content.
• Implement continuous improvement initiatives in training programs based on feedback, evaluations, and industry best practices.
• Work closely with the Operations team to ensure that training programs align with operational goals and client requirements.
• Implement systems for evaluating the effectiveness of training programs and gather feedback from participants.

Quality Management Responsibilities:

• Develop and implement a quality monitoring program to assess the performance of Player Engagement agents.
• Ensure that agents adhere to organizational policies, industry regulations, and client-specific requirements.
• Conduct root cause analysis on quality issues, identifying underlying problems and implementing corrective actions.
• Conduct calibration sessions to ensure consistency in quality evaluations among different evaluators.
• Define and track key performance indicators (KPIs) related to quality, providing regular reports to management.
• Work closely with clients to understand and meet their quality expectations, address concerns, and implement improvement initiatives.
• Implement continuous improvement initiatives based on quality metrics, client feedback, and industry best practices.
• Analyze data related to quality performance and prepare reports for management and clients.
• Emphasize a customer-centric approach to quality, ensuring that service delivery meets or exceeds customer expectations.

Collaboration with Global Support Teams:

• Collaborate with other departments, such as Talent Acquisition, Global L&D and Global QC, to address cross-functional concerns issues

Technical Skills:

• Written & Spoken Communication Skills (Advanced)
• Training Needs Analysis (Advanced)
• Training Design & Development (Advanced)
• Training Evaluation (Advanced)
• Program Management (Advanced to Strategic)
• Instructional Design (Intermediate)
• Learning Management Systems (Intermediate)
• Knowledge Management (Intermediate)
• Quality Monitoring and Evaluation (Advanced)
• Quality Management Tools & Systems (Intermediate to Advanced)
• Data Analytics (Intermediate to Advanced)
• Presentation Skills (Advanced)
• Root Cause Analysis (Advanced)
• MS Office and/or Google Suite (Intermediate to Advanced)
• Excel and/or Google Sheets (Intermediate to Advanced)

Behavioral Skills:

• Coaching & mentoring (Advanced)
• Stakeholder Management (Advanced)
• Team Building & collaboration (Advanced)
• Creativity & Design Thinking (Intermediate to Advanced)
• Performance Management (Advanced)
• Change Management (Intermediate)
• Sense of Urgency & Ownership (Advanced)

Work Experience:

• At least 3 years of experience in Training & Quality Management, preferably in a shared service or BPO organization.
• Strong grasp of the ADDIE model or similar ISD and/or training methodology
• Demonstrated ability to build relationships and effectively connect with stakeholders.
• Experience coaching & mentoring new team members.
• Proven track record of Training and Quality Program Management for programs with over 200 team members.
• Proven ability to solve program level learning challenges.

Educational Background:

• Bachelor's Degree in Business Administration, Organizational Development, Human Resources, or related field; or High School Degree/General Education Diploma and 4 years of relevant experience
• Six Sigma, COPC, CLDP, ISD and/or Coaching certification is an advantage

• Hybrid work setup
• Non-taxable Allowances
• Paid Time Offs
• Annual Corporate Bonus
• HMO and Life Insurance

Role Information: EN

Studio: KWM

Area of Work: Player Engagement

Location: Asia Pacific, Philippines, Pasig

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote

DUTIES AND RESPONSIBILITIES

· Work within a Scrum Team to drive quality web and mobile software applications

· Participate in the review of set of requirements to see possible bottle necks and dependencies to achieve smooth progression of project tasks once assigned to the Scrum Team[CP1] , planning and creation of project requirements

· Participate in the estimation process of a given software task, feature, or project to have sound estimate for forecasting project planning

· Comply and improve the set of processes and standards within the QA team to better achieve quality software and release process

· Create Test Plans and Test Scripts at the same time with the development of the project to lessen the unknown items at the execution stage

· Execute and maintain automated test suites to ensure the reliability and repeatability of test results.

· Integrate test automation with continuous integration and delivery pipelines for seamless testing within the development workflow.

· Continuously improve the test automation framework and strategies to adapt to changing project requirements.

· Provide training and support to the QA team on test automation best practices and tools usage.

· Lead multiple QA teams handling various strategic projects

· Be able to coordinate and work effectively with Development Team Managers to ensure proper and timely testing of project modules

· Support and train Team Leads, Junior QAs to achieve expertise in the Software QA disciplines and Payment industry knowledge

· Provide support to the Marketing team in terms of creating User Manuals for the applications being deployed by the company

· Qualify software for release to UAT and Production, according to Business Requirements Document, Performance, Security and Compliance.

· Create documentation for the results of validation performed on the application as a basis for the Management to approve release to either UAT and Production environments.

Stay up-to-date with the latest trends and advancements in test automation to recommend and implement the best tools and methodologies. [CP1]Can combine both into one bullet.

JOB QUALIFICATION

· Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology, Computer Engineering, Computer Programming or equivalent

· With more than 6 Year(s) of working experience in Manual and Automation QA experience

· With proven experience in test automation implementation, preferably in a software development or QA environment.

· Hands-on experience with test automation frameworks and tools (e.g., Selenium, Appium, JUnit, TestNG, etc.).

· Proven ability to work independently, manage multiple projects, and drive the transformation from manual to test automation.

· With at least 4 years of experience in Web and Mobile Applications testing

· With Team Lead experience

· Familiar with creating QA documents

· Team player

SKILLS

· Knowledgeable in Software Testing Life Cycle (STLC)

· Knowledge in Software Quality Standards and Processes

· With one year of object-oriented software development

· Very keen to detail

· Excellent communication skills (both verbal and written)

· Strong mobile and web applications testing

· Ability to accurately identify software use cases and edge cases

· Ability to develop a clear and concise testing strategy

· Ability to accurately identify software use cases and edge cases

· ISO8583, EMV, Payment Industry knowledge

· Ability to read and interpret documents such as operating and equipment maintenance instructions and procedure manuals.

· Ability to write routine reports and correspondence

· Expert knowledge of web application design and testing

· Considered a strong "plus" if the candidate has prior Java/J2ME development experience

· Ability to read system design, architecture, and codes

· Communicates and enforces quality assurance standards

· Understands the benefits of the various design methodologies and object-oriented environments

· Ability to read and interpret documents such as operating and equipment maintenance instructions and procedure manuals.

Reporting directly to the Customer Support Director – Player Engagement. The Executive Assistant provides administrative support in a remote working relationship. The Executive Assistant serves as a liaison to the executive and senior management teams; organizes and coordinates internal and external relations efforts; and helps oversee special projects driven by the CS Director. The Executive Assistant must be flexible and enjoy working in an environment that is mission-driven, results-driven and customer and employee-friendly. The ideal individual will have the ability to exercise good judgment in a variety of situations, with strong written and verbal communication, administrative, and organizational skills, and the ability to maintain a realistic balance among multiple priorities. The Executive Assistant must be able to work under pressure at times to handle a wide variety of activities and confidential matters with discretion.

This Executive Assistant must be adept at translating ambiguous narratives into clear actions, organizing meetings, managing schedules, and ensuring timely follow-ups. This role demands business maturity, exceptional coordination skills, and the capacity to handle multiple stakeholders.

• Translate Ambiguous Instructions: Understand and convert vague or complex narratives into actionable tasks.

• Meeting Organization: Schedule and organize meetings efficiently, ensuring optimal use of Customer Support Director’s time.
• Note-Taking and Follow-Ups: Take comprehensive notes during meetings and ensure all follow-up actions are completed in a timely manner.
• Stakeholder Management: Handle communications and coordination with multiple stakeholders, maintaining professionalism and discretion.
• Flexible Scheduling: Adjust personal schedule to meet the dynamic needs of the business and executive team.
• Document Management: Proficient in creating, managing, and designing office files and documents.
• Numerical Skills: Competence in basic mathematics and understanding different time zones for scheduling.
• Work Under Pressure: Thrive in a high-pressure environment, managing tight deadlines and urgent tasks.
• Organization: Exceptional organizational skills, with a keen attention to detail.
• Confidentiality: Maintain strict confidentiality regarding all sensitive information and company matters.
• Administrative Support: Completes a broad variety of administrative tasks including: managing an extremely active calendar of appointments; completing reports; preparing presentation slides, composing and preparing correspondence that is sometimes confidential; arranging complex and detailed travel plans, itineraries, and agendas; and compiling documents for travel-related meetings (e.g. visa preparation, travel documents, expense report, etc.).
• Project Management: Helps manage a variety of special projects for the Customer Support Director. Prioritizes conflicting needs; handles matter expeditiously, proactively, and follows-through on projects to successful completion, often with deadline pressures.
• Other duties as required from time to time.

Qualifications:

• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
• Very strong interpersonal skills and the ability to build relationships with stakeholders, including members of executive and senior management teams, members of the service line, external partners and clients
• Expert level written and verbal communication skills
• Demonstrated proactive approaches to problem-solving with strong decision-making capability
• Highly resourceful team-player, with the ability to also be extremely effective independently
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response
• Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment
• Forward looking thinker, who actively seeks opportunities and proposes solutions

Other Requirements:

• Bachelor's degree or relevant experience
• Strong work tenure: minimum of 3 years of experience in a similar capacity (preferably supported global senior leaders or executives)
• Excellent English written and verbal skills
• Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point), conference call systems and other platforms
• Amenable working in European shift (3pm to 12am)

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy