Quality Analyst

3 days ago

Cebu City, Central Visayas, Philippines SSG Full time

Are you an ambitious Customer Service Representative ready to take your career to the next level? Support Services Group is on the lookout for a passionate and collaborative individual to join us as a Quality Assurance Analyst.

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:

  • Preferably with at least 1 year of quality assurance related experience in the BPO industry; preferably in a Financial Account
  • 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.

Why Join Us:

  • Opportunity for career advancement in the field of Quality Assurance.
  • Collaborative and supportive team environment.
  • Competitive compensation package. #BetterWithSSG
  • Ongoing training and development opportunities.

Your skills and dedication will shape the future of our customer service excellence. Don't miss out on this exciting opportunity, apply now

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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