Quality Analyst

1 week ago


Mandaluyong City, National Capital Region, Philippines IGT Solutions Full time

5 days ago Be among the first 25 applicants

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Team Lead - Talent Acquisition Group at IGT Solutions

Position: Quality Analyst - BPO Operation GDS

Location: Mandaluyong

Mode: Work from Office

Required Candidate Profile:

  • Min. 6 Months to 2 Yrs. of experience in Quality Analyst support in BPO
  • Must have Travel Background
  • Good communication skills, well versed with audits, call quality and QC tools.
  • Able to effectively meet contractual SLAs pertaining to quality audit targets
  • Deliver feedback on all audited transactions within the specified timelines
  • Conduct Team briefings on product & process updates, performance, qualitative inputs, Accuracy, top errors identified through monitoring
  • Lead calibration sessions with cross function teams to ensure quality standards are maintained
  • Perform regular hygiene checks to ensure specific abnormalities are highlighted to the internal team
  • Ability to coach at an advisor level & review performance on the end metric CCR, C-SAT, Accuracy
  • Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology & make recommendations to streamline the same.

Knowledge, Skills, and Other Abilities:

  • Strong supervisory skills with an eye for detail. Result Oriented.
  • Excellent written and verbal communication skills in English.
  • Sound knowledge of MS Office (Especially Excel, Word, and PPT)
  • Knowledge of all QC Tools like Pareto, Six Sigma, FMEA, SIPOC, etc.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Seniority Level:

Mid-Senior level

Employment Type:

Full-time

Job Function:

Training, Customer Service, and Quality Assurance

Industries:

Outsourcing and Offshoring Consulting, Travel Arrangements, and Telephone Call Centers

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