Company Overview

Fusion BPO Services delivers multilingual customer support, call center, outsourcing, and consulting services to businesses across the globe. Fusion has a team of 14, 000+ professionals working from across 10 Countries and 22 locations in the world.

Job Summary

The Quality Analyst reviews incidents, emails, and telephone customer interactions against established client standards and account requirements. He/she is required to analyze outputs, detect non-conformity issues and recommend programs to improve and sustain quality performance. He/She also guides, instructs, and motivates Dedicated Representatives to maximize agent potential.

Duties & Responsibilities

These tasks are subject to change depending on the nature of service of the division/department or business direction.

Evaluate the quality of written and oral communications of the sales team
Evaluate the correctness of actions performed by agents - calls, messengers
Analyze the strong and weak points of sales agents to make recommendations for improving the quality of service provided by the sales agent
Providing feedback to audited agents/sales regarding their chats/calls, providing recommendations for improvement
Providing feedback to the Team Lead of audited agents/sales, and recommendations for improvement
Provide reports to the management team on QA for a dedicated team

Others

Performs related duties and responsibilities as may be assigned and requested by immediate superior.

Skills and Qualifications

Сollege graduate
Experience as a QA Agent 6 months - 1 year
Advanced level of English (B2 or higher);
Native speaker Hindi;
Possess active listening skills and critical thinking.
Has the ability to negotiate and make objective decisions.
Has the ability to convey effective, clear communication both verbally and in writing, able to present information.
A proactive stance on addressing current and possible cases.
Able to see patterns in mistake frequency and able to act accordingly by promoting refresh sessions and other EDU/Assessment material.
Able to review best practices in the industry and share feedback based on them.
Having exemplary work and business ethics and discipline.
Able to work independently and make decisions based on experience and expertise.

JOIN US today and enjoy the following benefits:

Exciting performance-based incentives
HMO with Dental coverage + FREE dependent
Exciting performance-based incentives
Career development
Life insurance program
Free Shuttle Service
Quarterly team-building activities
Government benefits & Salary package from day one
Familial environment

Location: 7th Floor, Robinson's Cybergate Cebu, Fuente Osmeña, Cebu City, 6000

CEBU

Quality Analyst to Start ASAP. Apply Now!

₱28,000 - 32,000 per month

1 Year or Less

High School Graduates are Welcome

With Business Certificates

Established in 2007

7th Floor, Robinson's Cybergate Cebu, Fuente Osmeña, Don Gil Garcia St, Capitol Site, Cebu City, Cebu

Total vacancies for this job title: 6

Posted On: February 20, 2023

Job ID: 421650

Video Profile

Applications for this jobs are now closed.