Quality Assurance Analyst
Full Potential Solutions, Inc
- Pasig, PhilippinesOrtigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
- 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)
Trình độ tối thiểu
- 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
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Hoàn thành Bằng tốt nghiệp D3
- Nhà tuyển dụng trả lời hồ sơ
- Always
- Địa chỉ văn phòng
- Ortigas Center, Pasig, Metro Manila, Philippines
- Ngành nghề
- Business Process Outsourcing
- Vị trí đang tuyển
- 2 vị trí tuyển dụng mới
- Trang web
- http://www.fpsinc.com
Về 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.