Quality Analyst | Chat | Voice Support

Full Potential Solutions, Inc

  • Pasig, Philippines
    Ortigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, Philippines
    Metro Manila
  • Full time
Recruiter was hiring 21 minutes ago

Job Description


  • Analyze current customer service processes and identify gaps or defects to improve overall effectiveness.
  • Define/recommend process improvements to meet current and future customer service needs/standards.
  • Quality analyst will ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement)
  • Ensure appropriate usage of available resources by agents to respond to customers
  • Work directly with agents/staff to improve overall performance.
  • Perform Quality audits and analyze results to determine process improvement opportunities.
  • Review/monitor results of appeals work and escalate as necessary.
  • Demonstrate understanding of applicable Customer Service Quality requirements/ guidelines (e.g., escalation procedures, use of SMEs)
  • Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
  • Define/document Quality standards (e.g., customer interactions, use of applicable call tracking tools, customer verification/authentication)
  • Support applicable customer service processes and groups (e.g., CSA populations, lead teams, client teams).

Minimum Qualifications


  • Candidate must possess at least a Vocational Diploma/Short Course Certificate, Bachelor’s /College Degree in any field
  • With at least 2-4 years’ experience as a Quality Analyst in a BPO set up
  • Must have supported a Chat and Voice Support program for Contact Center/BPO company
  • Excellent communication skills
  • Proficient in MS Office applications
  • Willing to work in shifting and holidays

Perks and Benefits

  • Work from Home Work from Home

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
Ortigas Center, Pasig, Metro Manila, Philippines
Business Process Outsourcing
1 opening

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About Full Potential Solutions, Inc

Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.
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