Quality Assurance Analyst | Sales | Customer Service
Full Potential Solutions, Inc
- Pasig, PhilippinesOrtigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Job Description
QA Analyst gathers information, observe the process and participate in efforts to constantly look for opportunities to improve current quality assurance processes and associate call driver performance, and communicate ideas for improvement to their managers regularly. This includes a high level of knowledge in quality assurance practices, policies, and client specific requirements. They should have a thorough understanding of systems that support those functions. Adapt quickly to any changes in the process. Be able to troubleshoot issues and report issues that will impact quality department systems. Understand the requirements for each task while strictly adhering to the client’s and FPS’s policies. Recommend changes to the process when applicable to improve the overall business experience.
Responsibilities:
- 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
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 an Outbound/Customer Service Sales campaign experience as a QA preferably under a healthcare/or any sales account for Contact Center/BPO company
- Strong verbal and written communication skills
- High sales or customer service orientation
- Strong attention to detail and desire to follow procedure
- Proficient in MS Office applications
- Willing to work in shifting and holidays
Perks and Benefits
- Work from Home
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Ortigas Center, Pasig, Metro Manila, Philippines