Quality Assurance Analyst

Full Potential Solutions

Davao City Pasig City, Metro Manila
Permanent
Full-time

23 days ago

Job Description:OverviewFull Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, 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 Analyst is expected to help the program’s performance by doing a QA’s core tasks including but not limited to monitoring calls, providing coaching/feedback, facilitating calibration sessions, generating reports and analyzing data. He/she will work closely with the “Lead QA” to identify process gaps and call opportunities to drive process and continuous improvement initiatives.
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

With at least 1-4 years’ experience as a Quality Analyst in a BPO set up

Strong verbal and written communication skillsHigh customer service orientationStrong attention to detail and desire to follow procedure * Proficient in GSuite applications

Amenable to work onsite and on the night shift

Full Potential Solutions

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