Quality Assurance Analyst
Full Potential Solutions, Inc
- Pasig, Philippines27, Ortigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2020-06-23T05:00:00+00:00Job closed.
Job Description
- Analyze current customer service processes and identify gaps or defects to improve overall effectiveness.
- Define/recommend process improvements to meet current and future customer service needs/standards.
- Quality analyst will ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement)
- Ensure appropriate usage of available resources by agents to respond to callers.
- Work directly with agents/staff to improve overall performance.
- Perform Quality audits and analyze results to determine process improvement opportunities.
- Review/monitor results of appeals work and escalate as necessary (e.g., rebuttals)
- Demonstrate understanding of applicable Customer Service Quality requirements/ guidelines (e.g., escalation procedures, use of SMEs)
- Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
- Define/document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification/authentication)
- Support applicable customer service processes and groups (e.g., CSA populations, lead teams, client teams)
Minimum Qualifications
- Candidate must possess at least a Vocational Diploma/Short Course Certificate, Bachelor’s /College Degree in any field
- With at least 1-4 years’ experience as a Quality Analyst in a BPO set up
- Must have supported a Telco LOB for Contact Center/BPO company
- Excellent communication skills
- Proficient in MS Office applications
- Willing to work in shifting and holidays
- Willing to be assigned in Pasig City
Stay Safe, Stay Home. Amidst the enhanced community quarantine in Luzon, the entire FPS Manila Community is under work from home setup. All hired during this time will require the ability to work from home. The office-based setup will resume dependent on the organization direction in the future.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Completed vocational course
- Recruiter response to application
- Sometimes
- Office Address
- Ortigas Center, Pasig, Metro Manila, Philippines
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About Full Potential Solutions, Inc
Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company.
We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.