Quality Assurance Analyst (Customer Care)Continuum Global Solutions

Do you have experience implementing quality assurance programs in the BPO industry? Have you supported US Clients improve their customer interactions? Are you located in Cebu? We are hiring a Quality Assurance Analyst, to support our growing business in the Philippines. If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY!
PRIMARY RESPONSIBILITIES:
Monitors customer service interactions (call, email, and/or chat) to ensure that customer's needs are met with a focus on enhancing client satisfaction
Prepares and analyzes audit reports for management to review & identify performance issues
Implement quality assurance procedures to ensure compliance with applicable regulatory requirements.
Uses the organization's resources to enhance customer satisfaction
Evaluates & makes recommended system improvements to enhance quality
Ensures that data and information are being efficiently recorded with accuracy
Participates in the design of call monitoring formats and quality standards
Uses data management system to compile and track quality metrics with performance at the team and individual level
BASIC REQUIREMENTS:
3+ Years in a Quality Assurance role for a BPO provider
Must have experience supporting to US clients
Experience with call monitoring, reporting metrics, and process improvement
Proactive leader with strong coaching/mentoring skills
Comfortable with implementing changes/new processes to ensure quality/compliance
Advanced Written & Spoken English Skills
Must have High Speed Internet to Perform Job Duties at home, if needed
PERKS & BENEFITS
Annual Salary Range: ₱221,500 - ₱369,000 (based on experience)
Stable Full-Time Employment & Bonus/Incentive Pay
Insurance & Other Company Benefits
Fun, Healthy Work Environment
WORK ENVIRONMENT: This job operates in a professional office environment and working in a remote/virtual setting, which requires a high-speed internet connection.
POSITION TYPE/ HOURS OF WORK: This is a full-time position that requires flexibility to work during US hours.
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
Jobs2Web

Cebu
₱221,500-369,000 per year
Permanent
Full-time