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.
Qualifications 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.)
Skills Required
- At least 6 months experience on phone, email and live chat support
- Experience as support in banking or similar industry
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Excellent verbal and written communication skills and ability to interact with diverse stakeholders
- High attention to detail and ability to multitask
- Self-motivated and able to work independently and within cross-functional global teams
- Able to constructively challenge, consult and advise while maintaining strong stakeholder relationships
- Flexible and able to quickly adjust to frequent process and information changes
- Able to work under pressure and meet tight deadlines
- Ability to use MS/Google suite applications (Excel, PowerPoint, Word, etc.)
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
