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.
Job Summary:
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Provide process improvement initiatives based on QA insights with collaboration with Operations
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Provide analysis on QA insights and coordinate with Operations on action planning
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Coach and develop QA Analysts
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Attend calibration sessions as needed
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Collaborate on Business Reviews
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Update reporting as needed
Minimum Requirements:
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Educational Attainment at least College Graduate
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At least 3 years as QA Analyst and 2 years in people management role
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Desired Industry Exposure: BPO
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Desired Role Exposure: Quality Lead / Quality Analyst
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Good knowledge of Excel and Google sheet
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Exposure to root cause analysis, error detection and SBI feedback (situation, behaviour and impact analysis)
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Background in data analytics and presentation
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Innate curiosity on processes and data. How to do it better, easier and safer. Ability to follow the data.
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Flexible and able to independently and adjust to frequent changes
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Critical thinking and pattern recognition skills
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Exposure to client and stakeholder interaction and management
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Excellent written and verbal communication skills
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Strong Facilitation and Presentation Skills
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Strong leadership and people management skills
Preferred Requirements:
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Previous experience in New Zealand Retail and Broadcasting
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Previous experience in Sales, Provisioning and Collections
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Previous experience in process improvement
Top Skills
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
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