Quality Assurance Analyst  

• 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)

• 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.