Quality Assurance Analyst | sales | customer serviceFull Potential Solutions, Inc

QA Analyst gathers information, observe the process and participate in efforts to constantly look for opportunities to improve current quality assurance processes and associate call driver performance, and communicate ideas for improvement to their managers regularly. This includes a high level of knowledge in quality assurance practices, policies, and client specific requirements. They should have a thorough understanding of systems that support those functions. Adapt quickly to any changes in the process. Be able to troubleshoot issues and report issues that will impact quality department systems. Understand the requirements for each task while strictly adhering to the client's and FPS's policies. Recommend changes to the process when applicable to improve the overall business experience.
Responsibilities:
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)
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 an Outbound/Customer Service Sales campaign experience as a QA preferably under a healthcare/or any sales account for Contact Center/BPO company
Strong verbal and written communication skills
High sales or customer service orientation
Strong attention to detail and desire to follow procedure
Proficient in MS Office applications
Willing to work in shifting and holidays
Work from Home
Entry Level / Junior, Apprentice Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
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