Quality Assurance Analyst

2 weeks ago

Pasig, National Capital Region, Philippines Fpsinc Full time
Overview

About Us

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 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.
  • 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
  • At least 2 to 3 years of experience as a Quality Assurance Analyst in a call center/BPO setup.
  • Minimum of INTERMEDIATE Spanish-speaking level is required.
  • Strong verbal and written communication skills.
  • High customer service orientation.
  • Strong attention to detail and desire to follow procedure.
  • Proficient in GSuite applications.
  • Amenable to working onsite (Pasig).
  • Amenable to working in shifting schedules.
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