j0922-3412 - Quality Assurance Analyst (bpo/contact center)CGI

The Client Services QA's (Quality Assurance Analyst) main job function is to evaluate calls of our Financial Service Representatives (FSRs). The QA is responsible for identifying areas of service enhancements and developing programs that will promote exceptional client service experience. The job requires recommending, implementing, and monitoring preventative and corrective actions to ensure that quality assurance standards are achieved.
Your future duties and responsibilities:
- Conduct regular Quality Evaluations for Telephone Calls, Emails, and Click to Chat engagements
- Monitor FSR calls, delivering feedback, and coaching regarding exceptional service or opportunities for improvement
- Assess and document performance through ongoing summaries and scorecards. Participate in regular discussions with inbound management to provide feedback on the team's performance and identified trends
- Identify areas of service enhancements and communicate the recommendations through meetings and presentations
Required qualifications to be successful in this role:
Educational Requirement
- Bachelor's degree holder or College Undergrad
Career Experience
- At least 3 years of BPO, ITO, Shared Service, and Contact Center experience supporting Customer Service Delivery.
- Previous experience as a QA Analyst is preferred
- Prior experience handling a pioneer account would be an advantage
Skills
Excellent customer service skills
Exceptional communication skills with the ability to adapt to varying communication styles.
Analytical skills and ability to identify trends and provide recommendations
A team player
Excellent organizational skills and a strong sense of urgency.
Others
Amenable to work on a graveyard shift (and shifting schedule)
Amenable to work on a hybrid work arrangement (Mckinley, Taguig)
Skills:
Analytical Thinking
Client Relationship
Communication (Oral/Written)
Customer Service & Support
Detail-oriented
Problem Solving/DecisionMaking
Quality Assurance/QA Strategy
What you can expect from us:
Insights you can act on
While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today - one of the world's largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI - where your ideas and actions make a difference.
CGI

Manila City, Metro Manila Taguig City, Metro Manila
Permanent
Full-time