Process Improvement Analyst
5 days ago
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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