Process Improvement Analyst

5 days ago


Pasig, National Capital Region, Philippines Fpsinc Full time

Overview

Fpsinc is a leading provider of omnichannel solutions. Our goal is to create conditions within which people can thrive.

Our Mission: To make a positive impact on the lives of our customers and employees.

Job Description:

The Quality Assurance Analyst plays a critical role in ensuring that our customer service processes are efficient and effective. This includes monitoring calls, providing coaching and feedback, and identifying opportunities for improvement.

Key Responsibilities include:

  • Analyzing customer service processes and identifying areas for improvement.
  • Defining and implementing process improvements to meet customer needs.
  • Ensuring that customer needs are being met by current processes.
  • Working directly with agents to improve their performance.
  • Performing quality audits and analyzing results to determine process improvement opportunities.

Requirements include:

  • 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.

We Offer:

  • A competitive compensation package.
  • Medical, dental, and vision benefits.
  • Opportunities for professional growth and development.


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