Quality Analyst

1 week ago

Mandaluyong City, National Capital Region, Philippines Support Services Group Full time

About the Role

Are you ready to embark on a career where your attention to detail and commitment to quality shine through? As an entry-level Quality Assurance Specialist, you'll be at the forefront of ensuring our organization maintains its reputation for outstanding customer service. Your daily tasks will be diverse and dynamic, including:

  • Engaging in customer and client listening programs to discern their needs and expectations, ensuring we exceed them at every turn.
  • Monitoring the quality and effectiveness of incoming calls and emails, guaranteeing every interaction reflects our commitment to excellence.
  • Proactively identifying areas for improvement and devising innovative solutions to enhance our performance.
  • Upholding compliance with our rigorous quality systems while continuously seeking opportunities for process optimization.
  • Creating and managing detailed feedback and coaching documentation to drive continuous improvement.
  • Collaborating closely with call center team leaders and managers, offering constructive feedback to enhance overall performance.
  • Showcasing your independence, self-motivation, and ability to deliver projects with minimal supervision.
  • Communicating with discretion and professionalism, understanding the importance of confidentiality in our operations.

Work Set-up: On-site

About You:

We're seeking individuals who are ready to make an impact from day one. To excel in this role, you'll need:

  • A passion for delivering exceptional customer care, backed by at least 2 years of experience in a call center or quality assurance setting.
  • Razor-sharp attention to detail, paired with exceptional listening and analytical skills to uncover opportunities for improvement.
  • Outstanding written and verbal communication skills, ensuring your feedback is clear, concise, and actionable.
  • Superior organizational abilities, allowing you to juggle multiple tasks and meet deadlines with ease.
  • A deep understanding of customer care processes and techniques, enabling you to navigate complex situations.
  • A proven track record of thriving in a collaborative team environment, where your contributions make a difference.

Why Join Us:

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development. Plus, you'll be surrounded by supportive colleagues who share your passion for delivering unparalleled customer service.

Ready to take the next step in your career? Apply now to become our newest Quality Assurance Specialist and discover the possibilities that await 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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