Job Information
Support Services Group Quality Assurance Analyst in Makati City, Philippines
About The Role
As a Quality Assurance Analyst, you will play a crucial role in maintaining the high standards of customer service within our organization. Your responsibilities will include:
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.
About You
To thrive in this role, you'll need:
With at least 1 year Quality Assurance Analyst experience in 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.
Your skills and dedication will shape the future of our customer service excellence. Don't miss out on this exciting opportunity - Apply now!
