Quality Assurance Analyst

Probe CX; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Probe Group in the Philippines seeks a Quality Monitoring Specialist to listen to customer interactions, assess service quality, and drive improvements across calls, emails, and chats.

You will collect and analyze KPIs, prepare reports for stakeholders, and coach agents to raise performance while ensuring adherence to standards and policies. Collaboration with training and operations will drive CX excellence.

Responsibilities

• Listen to and evaluate customer interactions (calls, emails, chats) to assess the quality of service delivered by agents.
• Collect, analyze, and interpret data on KPIs such as first-call resolution, customer satisfaction, and agent performance.
• Prepare and present reports on quality performance to stakeholders, highlighting trends, strengths, and areas for improvement.
• Provide constructive feedback and coaching to agents on their performance, highlighting areas for improvement and suggesting development opportunities.
• Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.
• Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.
• Work closely with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.
• Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.

Job description

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.

• Quality Monitoring: Listen to and evaluate customer interactions (calls, emails, chats) to assess the quality of service delivered by agents.


• Data Analysis: Collect, analyze, and interpret data on KPIs such as first-call resolution, customer satisfaction, and agent performance.


• Quality Reporting: Prepare and present reports on quality performance to stakeholders, highlighting trends, strengths, and areas for improvement.


• Agent Feedback and Coaching: Provide constructive feedback and coaching to agents on their performance, highlighting areas for improvement and suggesting development opportunities.


• Quality Standards: Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.


• Compliance: Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.


• Collaboration: Work closely with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.


• Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.