Listen to and rate customer interactions against quality standards, analyze findings, provide feedback to agents and managers, act as campaign SME with stakeholders, ensure remediation and daily review completion, raise incidents, and conduct root cause analysis to drive quality improvements.
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.
Qualifications 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.)
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