QA Specialist | Financial Technology
Full Potential Solutions, Inc
- Pasig, PhilippinesOrtigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Job Description
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
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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 1-4 years’ experience as a Quality Analyst in a BPO set up
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Must have supported a Financial Technology (FinTech) 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
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
- Always
- Office Address
- Ortigas Center, Pasig, Metro Manila, Philippines