Senior Quality Analyst

2 weeks ago


Cebu City, Central Visayas, Philippines Enshored Inc. Full time

RESPONSIBILITIES

  • Coach, guide and support Quality & Process Improvement teams to perform defined quality improvement tasks.
  • Review, validate and ensure timely delivery and accuracy of reports prepared by Quality Analysts
  • Responsible for developing and ensuring integrity and consistency of set Quality processes/procedures applicable to the accounts being handled.
  • Prioritize and allocate improvement projects based on internal and external quality data.
  • Creates and reviews Audit capacity plan for all deals supported to ensure that each team is working within the agreed recovery. Ensure balance and equal distribution of evaluation targets to his / her staff.
  • Coordinate with training team for redesigning on line and entry level training modules and TNI for existing associates.
  • Act as a single point of contact for all quality related activities of the location

QUALIFICATIONS

  • Bachelor's/College degree
  • At least 2 years of experience as a Senior Quality Analyst in a BPO setting.

Demonstrated competency in the following areas:

  • Attention to detail
  • Analytical Skills
  • Commitment to delivering to the highest quality first time
  • Proven ability to work to deadlines and under pressure with a positive attitude
  • Strong communication skills in written English and able to communicate effectively with a team in English
  • Examples of taking the initiative in a work setting, with positive outcomes
  • Coaching and development abilities
  • Ability to lead a team (nice to have)
  • Proven interest in technology and how it is changing the world of work
  • With at least two years of Quality Assurance experience.

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