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Quality Assurance Lead

4 weeks ago

Makati City, National Capital Region, Philippines Probe CX Full time

Probe CX Makati, National Capital Region, Philippines

Quality Assurance Lead

Job Summary:

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

Preferred Requirements:

  • Previous experience in New Zealand Retail and Broadcasting
  • Previous experience in Sales, Provisioning and Collections
  • Previous experience in process improvement
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Business Development and Quality Assurance

Industries

Outsourcing and Offshoring Consulting

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