Quality Analyst – Cebu

Join the Fusion CX Cebu team as a Quality Analyst and play a pivotal role in ensuring exceptional service quality for our client, a rising player in the Fintech market segment. As a Quality Analyst, you will be responsible for meticulously evaluating customer interactions and providing valuable insights to enhance the performance of our sales team. You will help create an excellent customer experience by analyzing outputs, detecting non-conformity issues, and recommending programs to improve and sustain quality performance. The responsibility of a QA is also to guide, instruct, and motivate customer representatives to maximize their potential. So, if you are someone with excellent analytical skills, a passion for quality, and high standards of service, and making a meaningful impact, we invite you to join our team.

Job Description:

Quality Analysts in Cebu at Fusion CX must undertake the following responsibilities:

• Evaluate the quality of the sales team’s written and oral communications.
• Evaluate the correctness of actions performed by agents during interactions through calls or messengers.
• Analyze the strengths and weaknesses of sales agents to make recommendations for improving their quality of service.
• Providing feedback to audited agents/sales regarding their chats/calls, providing recommendations for improvement.
• Providing feedback to the Team Lead of audited agents/sales and recommendations for improvement
• Provide reports to the management team on QA for a dedicated team.
• Performs related duties and responsibilities as may be assigned and requested by immediate superior.

Job Requirements:

To qualify for the role of Quality Analyst in Fusion CX Cebu, candidates should meet the following criteria:

• Сollege graduate
• Experience as a QA Agent for six months to a year
• Advanced level of English (B2 or higher).
• A native speaker
• Possess active listening skills and critical thinking abilities
• Has the ability to negotiate and make objective decisions.
• Communicate effectively, both verbally and in writing.
• Takes a proactive stance in addressing cases and identifying patterns in mistake frequency.
• Able to see patterns in frequent mistakes and act accordingly by promoting refresh sessions and other EDU/Assessment material.
• Able to review best practices in the industry and share feedback based on them.
• Having exemplary work, business ethics, and discipline.
• Able to work independently and make decisions based on experience and expertise.

Why Join Fusion CX:

Joining Fusion CX Cebu as a Quality Analyst means becoming an integral part of a team dedicated to upholding exceptional service quality for our esteemed client in the Fintech sector. Your insights and recommendations hold significant value here, fostering a collaborative environment where learning is continual. You will have the opportunity to contribute meaningfully to our team’s success while enjoying the autonomy to thrive independently.