Quality Analyst | International Account

• Participating in customer and client listening programs to identify needs and expectations.
• Monitoring the effectiveness and quality of incoming calls and emails.
• Identifying weaknesses in performance and devising solutions for improvement.
• Ensuring compliance with company quality systems and identifying process improvement opportunities.
• Generating and maintaining detailed feedback and coaching documentation.
• Providing constructive feedback to call center team leaders and managers.
• Offering daily feedback through both verbal and written communication.
• Developing and maintaining a thorough understanding of our products, including call center performance and functional requirements.
• Showcasing your ability to work independently, being self-motivated and delivering projects without constant supervision.
• Communicating with discretion and professionalism, recognizing when confidentiality is crucial.

• 2 years of customer service or quality assurance related experience in the BPO industry.
• Strong attention to detail, exceptional listening, and analytical skills.
• Excellent written and verbal communication skills.
• Outstanding organizational skills, with the ability to manage multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work effectively in a team environment.

• Opportunity for career advancement in the field of Quality Assurance.
• Collaborative and supportive team environment.
• Competitive compensation package. #BetterWithSSG
• Ongoing training and development opportunities.

Support Services Group