BPO Quality Analyst

2 days ago

Makati City, National Capital Region, Philippines ISTA Solutions Full time
Overview

ISTA Solutions is a leading Business Process Outsourcing (BPO) company, providing exceptional services to clients worldwide. We are currently searching for a dedicated and experienced Quality Analyst to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of service quality for our clients.

Responsibilities
  • Develop and implement quality assurance standards and processes
  • Conduct regular audits to evaluate agent performance and compliance with established protocols
  • Identify areas for improvement and provide actionable feedback to agents and management
  • Create and maintain comprehensive documentation of quality-related processes and procedures
  • Collaborate with teams to develop and deliver training programs to enhance quality and performance
  • Stay updated with industry trends and best practices to continually improve quality assurance processes
Requirements
  • Previous experience as a Quality Assurance Specialist or similar role in a BPO environment
  • Strong analytical and problem-solving skills
  • Excellent attention to detail
  • Ability to thrive in a fast-paced and dynamic work environment
  • Excellent verbal and written English skills
  • Proficient in using quality assurance software and tools
  • Willing to work onsite in Makati
  • Amenable working night shift
Benefits
  • Competitive salary and benefits
  • Health Insurance with free dependents*
  • 10%-night differential
  • Attendance Bonus
  • Paid time off
  • Convertible to cash leave credits
  • Performance Appraisal
  • Work-life balance
  • A focus on growing your career path with us
  • We encourage you to follow your passions and learn new skills
Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industries: IT Services and IT Consulting

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