Quality Assurance Analyst | Chat & Sales Program
Full Potential Solutions, Inc
- Pasig, PhilippinesOrtigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. 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.
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!
Overall Purpose:
The Quality Analyst is expected to help the program’s Sales performance by doing a QA’s core tasks including but not limited to monitoring transactions, providing coaching/feedback, facilitating calibration sessions, generating reports and analyzing data . He/she will work closely with the QM to identify process gaps and call opportunities to drive process and continuous improvement initiatives. In addition to the scope of the job - we would want them to effectively partner with OPS and the BI teams to ensure that we're able to support the programs overall.
Job Description
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Analyze current customer service processes and identify gaps or defects to improve overall effectiveness.
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Define/recommend process improvements to meet current and future customer service needs/standards.
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Quality analyst will ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement)
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Ensure appropriate usage of available resources by agents to respond to customers
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Work directly with agents/staff to improve overall performance.
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Perform Quality audits and analyze results to determine process improvement opportunities.
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Review/monitor results of appeals work and escalate as necessary.
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Demonstrate understanding of applicable Customer Service Quality requirements/ guidelines (e.g., escalation procedures, use of SMEs)
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Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
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Define/document Quality standards (e.g., customer interactions, use of applicable call tracking tools, customer verification/authentication)Support applicable customer service processes and groups (e.g., CSA populations, lead teams, client teams).
Minimum Qualifications
Minimum Qualifications
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Candidate must possess at least a Vocational Diploma/Short Course Certificate, Bachelor’s /College Degree in any field
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With at least 2-4 years’ experience as a Quality Analyst in a BPO set up
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Must have supported a Chat or Sales program for Contact Center/BPO company as a QA
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Excellent communication skills
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Proficient in MS Office applications
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Willing to work in shifting and holidays
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Strong analytical and planning skills;
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Good communication and presentation skills;
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Excellent problem-solving skills
Location: Ortigas, Pasig (Temporary WFH setup)
Shift: Graveyard/Night Shift
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Completed vocational course
- Recruiter response to application
- Always
- Office Address
- Ortigas Center, Pasig, Metro Manila, Philippines