
Senior Quality Specialist
2 weeks ago
Senior Quality Specialist - Makati
Posted today
Job DescriptionJob Summary
- HMO on Day 1
- Receive promising perks and rewards
- Experience travel opportunities
- Get recognized for what you do
- Achieve work-life balance
- Improve exponentially with enhanced learning
Responsibilities
- Monitor assigned staff/operators and provide feedback to the representatives on areas that need improvement
- Evaluate progress of staff/operators performance, quality, etc.
- Conduct monitoring sessions and communicate changes, updates based on client feedback
- Monitor requirements and adhere to daily/weekly/monthly schedules
- Conduct program education classes as directed by management
- Review quality assurance concerns with Team Leaders in a timely and effective manner
- Respond to QA-related inquiries from Operations and corresponding Departments
- Ensure that quality policies and procedures are communicated and followed
- Troubleshoot low performing programs and provide improvement suggestions
- Participate in calibration sessions to ensure alignment with QA guidelines
- Complete all required reporting in a timely and effective manner
- Finalize reports on audit updates and errors
- Assist in setting QA guidelines for existing employees and new hires
- Maintain Quality Files for agents including Quality Monitoring Forms, Quality Assurance Agreements, and other required documentation
- Perform other duties as assigned
Requirements
- Candidate must possess at least a Bachelor's/College Degree
- At least 2 years of work experience in the BPO setting as a Quality Analyst
- Strong organizational, interpersonal and time management skills
- Familiarity with Operational Excellence, Continuous/Process Improvement, and Total Quality Management concepts
- Excellent written and oral communication skills
- Strong team player with professionalism and initiative
- Willing to work on a shifting schedule and during holidays
- Proficient in Microsoft Word, PowerPoint, Excel and Visio
- Applicants must be willing to work in Ortigas/Cubao
Why Join Us?
- Be part of a supportive and collaborative team
- Opportunities for career growth and skills development
- Competitive salary and benefits package
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