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.
Skills Required
- Listen to and evaluate recorded calls, chats, emails, and other customer interactions against quality standards
- Assess agent performance against established quality metrics and client requirements
- Evaluate adherence to standard operating procedures and identify deviations
- Collect and analyze quality evaluation data, track KPIs, and prepare reports on quality performance
- Provide constructive feedback to agents individually and in team settings
- Collaborate with team leaders and supervisors to address quality issues and implement corrective actions
- Participate in calibration sessions and help develop and maintain quality standards and evaluation forms
- Identify and document opportunities for process improvement and participate in improvement initiatives
- Ensure all interactions comply with company and client compliance standards and stay current with policy changes
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
