Quality Analyst
Summary
Listen to and rate customer-agent calls, then deliver feedback to improve service quality and resolve issues in a fast-paced contact-center environment.
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Duties and responsibilities
▪ Listen and rate conversations held between our team members and customers against quality standards.
▪ Analyse the observations gathered and effectively provide feedback to the team members and their managers on the quality of their performance.
▪ The QA is also expected to be the point of contact and subject matter expert for specific campaigns wherein you will liaise with department heads and clients to ensure quality is aligned with training and operations.
▪ Ensure that opportunities identified are remediated and closed out in a timely manner.
▪ Ensure that all reviews provided are cleared daily.
▪ Ensure any incident required is raised accordingly.
▪ Conduct root cause analysis and provide insights.
Qualification and Competencies
Experience on phone, email and live chat support for at least 6 months required, experience as support in banking or similar industry preferred
Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.
Resourceful, able to multitask and has high attention to details
Self-motivated and able to work independently as well as contribute to cross-functional and global teams
Able to constructively challenge, consult and advise, whilst maintaining excellent relationships across a broad range of stakeholders.
Flexible and has the ability to quickly adjust to frequent process and information changes
Can work under pressure and tight deadlines
Ability to use MS /Google suite applications (Excel, PowerPoint, Word, etc.)