Quality Assurance Analyst | customer service & chatFull Potential Solutions, Inc

Job Description
The Quality Analyst is expected to help the program's Digital Chat 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.
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 customers
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.
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., 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
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 Chat program and highly Customer Service oriented professional from Contact Center/BPO company as a QA
Excellent communication skills
Proficient in MS Office applications
Willing to work in shifting and holidays
Strong analytical and planning skills;
Good communication and presentation skills;
Excellent problem-solving skills
Location: Ortigas, Pasig (Temporary WFH setup)
Shift: Graveyard/Night Shift