Fair Trade Outsourcing™ (FTO) is a fast-growing BPO company and fair-trade outsourcing center that provides impact sourcing work for companies worldwide.
Our primary office is in Philadelphia, Pennsylvania with a global network of delivery centers in the Us, Philippines, Mexico, and Ghana.
Our Vision
We seek to reduce global poverty and economic insecurity by creating sustainable middle-class employment, eventually growing a new generation of capital owners from wage earners.
If you are interested in making a positive difference in the lives of others? We are looking for you!
Job Description
We offer a fantastic opportunity in the BPO Industry and always have room for growth.
We are looking for a Quality Assurance Specialist to come on board and help us expand our reach.
We are a young company with a lot of potential, and we need someone who can help us take our training to the next level.
If you are a passionate and experienced Quality Assurance Specialist or have what it takes to be a Quality Assurance Specialist, we want to hear from you!
As a QA Specialist you will
· Analyze call center data to generate valuable insights to predict customer trends.
· Setting quality standards for incoming and outgoing calls.
· Recording and listening to live telephone calls.
· Monitoring KPIs, tracking quality metrics and providing regular analytics reports to upper management.
· Measuring compliance with established agent behavior expectations.
· Participating in projects and all other duties as assigned.
· Being available to work flexible hours when required.
· Maintain and develop internal support and call center quality standards;
· Review a subset of support agents' conversations (calls, emails, chat, etc) on Teams and Cure Chats;
· Assess support interactions based on internal standards;
· Accompany evaluations with meaningful and constructive feedback;
· Discuss and explain feedback with Leadership in regular meetings;
· Create strategies to improve support KPIs;
· Monitor customer service performance on the agent and team level;
· Create reports that reflect support performance;
· Contribute to the team culture in a positive manner.
Requirements:
· Experience in the customer service space;
· Proven record of accomplishment of analytical skills;
· Hands-on experience in quality assurance;
· Great people skills and ability to communicate (negative) feedback;
· Good organizational skills, knowledgeable of goal-setting practices;
· Examples of data visualization abilities and understanding of support metrics;
· Perception of basic business metrics and how support impacts those;
· Problem-solving capabilities to create meaningful strategies to improve support quality.
· Able to assist in the development of SOPs and instruction tactics.
· Excellent communication, presentation, and problem-solving skills
· Ability to work efficiently in a fast-paced environment.
· Knowledge of Microsoft Office 365 is preferred but not necessary
Salary $16/hourly
Whatsapp
