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

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. 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.
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 respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
The Quality Assurance Specialist will assess the behaviors of Digital Chat agents including but not limited to: process and policy compliance, customer engagement and interactions, and chat handling.
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)
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 and handled any Customer Service and Chat Support related campaigns
Strong verbal and written communication skills
High chat or customer service orientation
Strong attention to detail and desire to follow procedure
Proficient in MS Office applications
Willing to work on a permanent night shift schedule.
Temporary Work From Home set-up
Work from Home
Medical / Health Insurance
Paid Sick Leave
Life Insurance
Paid Vacation Leave
Maternity & Paternity Leave
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
Temporary
Full-time