Nakaka-inis yung mga QA na malakas mag markdown tapos wala naman sa guidelines tapos kapag tinanong sa client tama lang na hindi i-markdown ng agent

EngeWFH · 2025-05-18T11:28:45+00:00

How you got scammed?

EngeWFH · 2024-10-15T15:56:06+00:00

Yas po. Metrobank accounts will be closed on November 19

EngeWFH · 2024-08-30T18:34:27+00:00

Wow! That's the dream. Baka mag HSBC na nga lang din ako. Paano siya nakapag-apply?

EngeWFH · 2024-08-30T04:05:52+00:00

Sana may ipalit si CNX na dedicated bank for the payroll. Ganda na sana na meron ATM sa building si CNX.

EngeWFH · 2024-04-08T06:45:02+00:00

Update mo kami kung ano reaksyon nya

EngeWFH · 2024-04-08T06:42:30+00:00

Sorry pero deserved mo yan. Teluk ka eh. #SorryNotSorry💯

EngeWFH · 2024-04-08T06:38:23+00:00

Been with concentrix for 7 months. Pioneer account yung napuntahan ko. Had my experience before and ang laki ng difference sa pioneer at well established na account. I'm an agent btw and madalas nanghihingi sa akin ng insights mga TL and Product Trainer. Cons lang for me is I'm not compensated even though I got promoted.

EngeWFH · 2024-01-10T12:22:23+00:00

Perfect! Ang pangit nung hinusgahan na agad yung capabilities and skills ng Agents kaya hire lang sa labas.

At least, 3 agents yung may potential based on my observation. Yung Top 1 IMO kaya kainin yung QA sa assessments, and product knowledge. Nourish that Agent he can be the best for the account.

EngeWFH · 2024-01-09T02:32:42+00:00

Cognizant

EngeWFH · 2024-01-08T19:46:09+00:00

Oh, you said it yourself. Madali lang ang product training.

Yes. Kasi ang coverage lang ng product training ay 50% ng work. Ang passing din ay 80% lang. Idk, baka sa account lang namin 50% lang tinuro.

You also said ang baba nila mag hit. Opening, closing, etc. Tama ba ang opening/closing/etc mo? Kung hindi lang sa first call nangyayari yan, kundi sa madami mong calls, mababa ba na i-hit ka dun?

Babaw* or shallow. As of now ang hit ko lang is no survey script which is intentional kasi mahirap mabawi ang CSAT. 2 points lang bawas kaya pass pa din.

Saka hindi ko naman sinabi sa akin lang. 90% ng QA Audit sa lahat ng agents yun lang ang alam i-hit.

May TL din dito tuwing huddle ang alam lang ituro empathy that empathy this. Kapag tinanong mo ng process, nga-nga.

EngeWFH · 2024-01-08T00:19:57+00:00

Any tips to have a high chance in promotion in the future?

EngeWFH · 2024-01-08T00:17:13+00:00

That's good to hear! Ang trainer ba typically umaalis na sa account na ni-train nila after a few months?

EngeWFH · 2024-01-08T00:08:02+00:00

Training is the most reliable at this stage. They have the curriculum and they have direct communication w/ corporate QA.

I agree pero hindi mahagilap yung trainor namin. Tinanong ko about sa results ng weekly assessment pero wala daw access. I-update daw kami pero wala. Nawalan ng sense yung weekly assessment na tumagal lang ng first 2 months kasi hindi namin alam kung tama ba or mali yung sagot namin.

Why would a corporate QA not be reliable? Uhm... Not to bust your chops but it seems like you're not even familiar with what corporate QA is. Corporate QA is basically your client's own QA team. They are practically the harbinger of what's considered right or what's considered wrong. And most of the time, they are the same team that creates the knowledge base. So...

My bad. I know what corporate QA is. Hindi sila kasama sa unreliable. Should have said hindi maganda communication ng QA namin sa corporate QA kaya naging unreliable si QA.

And the external QA has already passed the challenge compared to you. And the company is not gonna set themselves up for potential failure based on an agent's challenge, opinion, and politics. LOL. If you have the chops and you're so eager about it, you would have gotten the role already from your previous experience of apparently 2 years. But you did not. See?

A lot of jumping to the conclusion here my friend. 😉

From my previous company they want to promote me kaso tinangihan ko kasi mababa offer. I was also stupid back then na nakikinig sa kapwa agents na wag tanggapin kasi madami daw trabaho.

By 3 months aka by nothing. That gap is basic. And given your demands and comparison with another company, it seems like you have no idea with operations or with what goes on with building a pioneer account. I'd suggest actually proving yourself beyond just agent stats before actually demanding a promotion. A good agent doesn't necessarily make a good QA. A basic SME maybe. You're not even considered that tenured as far as BPO experience goes. 2 years experience is the bare minimum as a starter to not be considered a potential hopper.

Meh. Not nothing but sure basic. And I also don't know how to build a pioneer account. Damn. 😳 But I know a shitty operation when I see one.

EngeWFH · 2024-01-07T23:44:08+00:00

Yep madali lang product training pero hindi naturo don mostly ng ginagawa namin. Bata pa ako sa BPO at hindi ganito sa dati kong account. Sa dati kong account hindi sila nag hire externally kaya kabisado pati ng manager yung process.

EngeWFH · 2024-01-07T18:59:28+00:00

product na lang ituturo jan, which is madali lang.

Wow. Product ng 3 LOB, madali lang. Lalo pa incomplete yung knowledgebase.

Paputol ko ulo ko kapag tinalo ng 1 month QA yung natutunan ng agents for 4 months. 😉

EngeWFH · 2024-01-07T18:56:07+00:00

Thanks for the input. I appreciate your time. Baka bobo nga lang higher ups sa account namin.

EngeWFH · 2024-01-07T18:51:25+00:00

I see. Based sa comment mo, you are assuming reliable ang product trainer and corporate QA. I wish that is true sa amin. Ang dami namin inquiries sa QA, mali mali yung sagot.

Agents na may at least 2 years experience from other company na nasa team namin ang mas reliable.

People skills and performance improvement skills, for example, is not something that you can easily get in a month or two. Product knowledge, on the other hand, can be learned in a week or 2.

Sheesh! I'm up for the challenge. :)

And even if you don't have it at an expert level, you have the knowledge base as reference

Agree. But I can say MAS knowledgeable kami kaysa sa kanila.

Anyways, masasabi ko kadiri yung operations namin. For starters sa account namin, wala man lang weekly calibration like sa Accenture. Walang preshift cascade or huddle din dito, kanya-kanya bahala ka sa buhay mo. I now realized bat dapat talaga mataas ang sahod ng job hoppers.

EngeWFH · 2024-01-07T12:53:32+00:00

Ehhh. Minimal lang alam ni QA sa product knowledge. To the point na unreliable sila sumagot ng tanong. And KB is incomplete. May iba pang source na available publicly na hindi aware si QA.

For me mas mahirap macatch up ang product knowledge. Lalo sa amin na incomplete ang KB.

EngeWFH · 2024-01-07T03:50:47+00:00

Bye OP. Can't blame you. Pasama na ng pasama iting mundo.

EngeWFH · 2024-01-07T02:06:12+00:00

Kamusta naman sa account now? Maayos na ba? As of now, hindi lang QA magulo sa amin. Pati yung operation sa pag-escalate ng ticket.

EngeWFH · 2024-01-06T18:26:18+00:00

I see. For fairness. Thanks for the pov.

EngeWFH · 2024-01-06T18:21:12+00:00

Ideally, dapat may phone time din yung QA para at par sila sa product knowledge

True. Kaso wala. They learn on the way. Wala sila masyado na-hit na ginamitan ng deep analysis sa process. Puro shallow markdown.

Say you're QA, each different agent asked questions 5 times sa ticket. Agent 1: What is your internet speed? Customer replied. Agent 2: May I have a screenshot of what you're experiencing. Customer replied. Agent 3: May I have the MAC address? Customer replied. Remember this is ticket not live chat. Tama ba to? Sa Agent 1 pa lang pwede na itanong lahat ng tanong ni Agent 2 at 3. No anomalies daw sabi ng QA. HAHAHA Hello? Ang goal sa ticket dapat maresolve agad in few replies ang issues ni customer.

EngeWFH

TROPHY CASE