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.
Key Responsibilities:
Monitoring and Evaluation:
Listen to and evaluate recorded calls, chats, emails, and other interactions between agents and customers.
Assess agent performance against established quality standards, metrics, and client requirements.
Evaluate process adherence and identify deviations from standard operating procedures (SOPs).
Data Analysis and Reporting:
Collect and analyze data from quality evaluations to identify trends and patterns.
Prepare and present regular reports on quality performance, highlighting areas of strength and areas for improvement.
Track and monitor key performance indicators (KPIs) related to quality.
Feedback and Insights:
Provide constructive feedback to agents on their performance, both individually and in team settings.
Collaborate with team leaders and supervisors to address quality issues and implement corrective actions.
Calibration and Standardization:
Participate in calibration sessions with clients and internal stakeholders to ensure consistency in quality evaluations.
Contribute to the development and maintenance of quality standards, evaluation forms, and procedures.
Ensure adherence to client-specific quality requirements.
Process Improvement:
Identify opportunities for process improvement and recommend solutions to enhance efficiency and effectiveness.
Participate in process improvement initiatives and projects.
Document process changes.
Compliance:
Ensure all interactions adhere to company and client compliance standards.
Stay informed of all changes to policies and procedures.
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.
