Quality Analyst

2 weeks ago

Pasig, National Capital Region, Philippines Support Services Group Full time

We are looking for a detail-oriented and driven Quality Assurance Analyst to join our ambitious team of innovators and game-changers. This is your chance to make a significant impact on the world's best brands and their customers

Key Responsibilities:

  • Participate in customer and client listening programs to identify needs and expectations.
  • Monitor incoming calls and emails, ensuring effectiveness and high-quality interactions.
  • Identify weaknesses in performance and implement solutions for continuous improvement.
  • Ensure compliance with company quality systems and identify process improvement opportunities.
  • Generate and maintain detailed feedback and coaching documentation.
  • Provide daily feedback through both verbal and written communication.
  • Develop, create, and implement call center processes and procedures manual as needed.
  • Provide feedback to call center team leaders and managers.

Qualifications:

  • At least 2 years' experience as Customer Service Representative
  • Strong attention to detail with exceptional listening and analytical skills.
  • Excellent written and verbal communication skills.
  • Outstanding organizational skills and ability to handle multiple tasks under deadlines.
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.
  • Ability to work independently, self-motivated, and complete projects without supervision.
  • Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Why Support Services Group?

  • Excellent opportunity to join an industry leader
  • Be part of an award-winning global CX solutions company.
  • Work with an ambitious team of innovators, risk-takers, and game-changers.
  • Thrive on solving complex problems and creating amazing experiences.

If you are ready to take your career to the next level and contribute to shaping exceptional customer experiences, we want to hear from you

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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