Quality Analyst Assurance BPOFBC Asia Pacific Inc

Job Description
Oversee all aspects of quality assurance including establishing metrics, applying BPO industry best practices, and developing new tools and processes to ensure quality goals are met.
Key Responsibilities
Responsible for call monitoring and assessing the quality of the performance of agents ensuring that they are interacting with customers in accordance with the company's set guidelines.
Designing and analyzing the stats/metrics to identify the most effective way to evaluate performance.
Communicate new ideas to the different teams involved in the project, including engineers and marketing departments.
Know client products inside and out in order to answer customer questions.
Report the progress, plans, and problems to upper management and other involved parties.
Communicate and coordinate with colleagues as necessary.
Provide feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.

Company
FBC Asia Pacific Inc
Industry
Quality Control/Assurance
Experience
Exprerience 2 - 3 Years
Qualification
Bachelors
Job Category
Quality Control/Assurance
Job Role
Quality Control/Assurance
Job Level
Employees with 1 to 5 years experience
Posted
6 days ago