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

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).
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
Work from Home
Entry Level / Junior, Apprentice Customer Service Business Process Outsourcing 6 openings Completed associate's degree
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 respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - 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.
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time