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.
Duties and responsibilities
▪ Listen and rate conversations held between our team members and customers against quality standards.
▪ Analyse the observations gathered and effectively provide feedback to the team members and their managers on the quality of their performance.
▪ The QA is also expected to be the point of contact and subject matter expert for specific campaigns wherein you will liaise with department heads and clients to ensure quality is aligned with training and operations.
▪ Ensure that opportunities identified are remediated and closed out in a timely manner.
▪ Ensure that all reviews provided are cleared daily.
▪ Ensure any incident required is raised accordingly.
▪ Conduct root cause analysis and provide insights.
Qualification and Competencies
Experience on phone, email and live chat support for at least 6 months required, experience as support in banking or similar industry preferred
Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.
Resourceful, able to multitask and has high attention to details
Self-motivated and able to work independently as well as contribute to cross-functional and global teams
Able to constructively challenge, consult and advise, whilst maintaining excellent relationships across a broad range of stakeholders.
Flexible and has the ability to quickly adjust to frequent process and information changes
Can work under pressure and tight deadlines
Ability to use MS /Google suite applications (Excel, PowerPoint, Word, etc.)
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals. Partnering with organisations across more than 11 industries, our solutions help unlock trapped CX value.
We create meaningful interactions that exceed expectations through our digitally-powered, people-first approach. Rooted in a culture of diversity, accountability and respect, Probe CX designs scalable, end-to-end CX solutions by understanding the challenges of our clients, their employees and their customers.
From managed and outsourced services to intelligent automation and workforce transformation, our teams drive tangible results for businesses of all sizes. With over 40 years of experience building socially responsible and sustainable CX solutions, we are the partner of choice for next-generation driven CX.
