Quality Analyst Team Leader – Cebu

Do you possess exceptional analytical abilities and close attention to detail? Are you passionate about quality, standards, and customer service? If so, we have an exciting opportunity for you. Fusion CX is seeking a Quality Analyst Team Leader to join our Cebu team.

As a Quality Analyst Team Leader, you will review incidents, emails, and telephone interactions to ensure adherence to client standards and account requirements. Your role also involves analyzing outputs, identifying non-conformity issues, and recommending improvement programs. Additionally, you will guide, instruct, and motivate our dedicated customer representatives to enhance their performance and utilize their full potential. Apply now to build a rewarding career in customer service with a global CX service provider and be part of a memorable journey transforming customer experience worldwide.

Job Description –

Duties and responsibilities of the Quality Analyst Team Leader in Cebu Fusion CX:

  • Conduct and review sampling strategy.
  • Perform root cause analysis and drive process improvements.
  • Ensure process compliance and analyze CTTQs.
  • Should conduct or lead the quality-related training for the team.
  • Drive open forums and best practice sharing sessions.
  • YB or GB Certification is an additional advantage but not essential.
  • Provide timely reports and updates to internal and external stakeholders.
  • Create, develop, and ensure customer experience strategies, roadmap, and related activities. Also, ensure all these are implemented in a timely and relevant manner to yield the best outcomes.
  • Offer coaching, consulting, managing, and mentoring support.
  • Perform other related and relevant duties as assigned by immediate superior.

Job Requirements:

Desired skills and qualifications must be present in a successful Quality Analyst Team Leader for the Cebu team:

  • At least 6 months of leadership or support experience.
  • Background in retail or inbound sales.
  • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
  • Close attention to detail.

Why Join Fusion CX:

Joining Fusion CX as a Quality Analyst Team Leader in Cebu offers a rewarding opportunity to contribute to maintaining exceptional service quality and driving performance improvement for our client accounts. As a member of our team, you will have the chance to make a tangible impact on service quality and customer satisfaction while working in a dynamic and supportive environment. So, apply now to seize the opportunity to take your career to the next level in customer service with us.

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