Deskripsi Pekerjaan
Are you passionate about service excellence and helping others grow? Foundever is seeking a dedicated BPO Quality Analyst to join our dynamic team at our Eton Site in Ortigas, Metro Manila. In this pivotal role, you will act as a mentor and evaluator, ensuring our team delivers world-class customer experiences. Your day will involve monitoring live and recorded customer interactions, providing actionable feedback, and collaborating with management to implement process improvements that drive performance.
As a Quality Analyst, you will play a crucial role in maintaining high standards of service quality and compliance. You will have the opportunity to work in a supportive environment where your insights directly influence the success of the call center operations. If you have a keen eye for detail and a desire to make a tangible impact on customer satisfaction, we want to hear from you.
Tanggung Jawab
- Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and company guidelines.
- Provide constructive, actionable feedback to agents to support their professional development and improve performance metrics.
- Collaborate with team leads and managers to identify process gaps, troubleshoot issues, and recommend strategic improvements.
- Ensure strict compliance with company policies, scripts, and regulatory requirements during all customer touchpoints.
- Conduct regular calibration sessions with peers to maintain scoring consistency and fairness.
- Analyze performance data and trends to drive team KPI achievement and identify coaching opportunities.
- Maintain accurate and up-to-date documentation of agent evaluations, coaching logs, and quality reports.
Kualifikasi
- Bachelor's Degree in any field or equivalent professional experience.
- Strong communication skills, both verbal and written, with a keen eye for detail.
- Ability to work in a fast-paced environment and meet tight deadlines without compromising accuracy.
- Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Previous experience in a Quality Assurance or Customer Service role is a strong advantage.
- High level of professionalism and a commitment to service excellence.