Quality Assurance Analyst

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.

Responsible for

Monitoring agent transactions to evaluate performance and ensure consistent alignment with established quality standards and compliance regulations.

Main Activities and Responsibilities

• Monitor agent transactions
• ● Conduct transaction monitoring or chat audits based on monitoring guidelines
• ● Analyze and evaluate as per client requirement
• ● Identify areas of strength and opportunity of each agent
• ● Provide feedback and areas for improvement
• Prepare reports and provide support to program management
• ● Prepare chat observation report, agent quality monitoring report, client updates and other reports/documents as needed
• ● Attend and participate in internal and external client calibration sessions regularly or as scheduled
• ● Compile and provide recommendations to QA Manager to improve messaging quality
• Occasionally handle chats when needed
• ● Effectively control the speed of the chat to ensure accuracy
• ● Meet all set KPIs as required by ProbeCX and the client

Other

• ● Provide assistance in agent training and development
• ● Complete tasks delegated/assigned by the QA Manager
• ● Perform other reasonable duties as required

Core Competencies