Job Summary:
The Quality Analyst will be responsible for monitoring, evaluating, and improving the quality of service provided by our customer service representatives. This role involves conducting audits, providing feedback, and implementing quality assurance processes to ensure our standards are met.
Key Responsibilities:
- Meet the required quality audits set for every Pro on each week and month in his or her assigned account/s
- Participates in design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for call center staff
- Provides feedback to call center team leaders and managers
- Compile and analyze statistical data.
- Prepares and analyzes internal and external quality reports for management staff review
- Prepares and analyzes internal and external quality reports for management staff review Perform other duties as assigned
Education and Minimum Skill Requirements:
- At least 2 years of Quality Analyst experience
- Excellent communication skills both verbal and written
- Proficient in using MS Office Suit
- Active listening skills
- Attention to detail
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
A million possibilities are waiting to be ignited. Click “Apply Now”!
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
