Executive Quality Analyst

5 months ago

Taguig, Philippines Gratitude Philippines Full time

Non-negotiable:
 With at least 1 year of relevant experience as a QA for Healthcare BPO
 Can start ASAP
 Amenable to working onsite either in Taguig or Makati following rotating schedule
WORK BRIEF:
The primary purpose of this position is to identify, analyse and enhance competencies of associates and ensure delivery of service level quality metrics per our customer agreement in alliance with Firstsource’s core values. This person would be responsible for performing a variety of tasks including but not limited to auditing, creating & reviewing quality reports, trending and analysing audit/feedback results and being the point of contact for questions and client communications. The individual serves as an expert resource for the organization on processing knowledge for the assigned unit and associated quality measures.
Reporting to:
This role will report into an AM/Manager of Capability Development- Service Quality team. The role is likely to be Manila – Philippines based, expected to have relevant Quality experience in terms of designing QA framework and reporting.
BACKGROUND TO THE REQUIREMENT
Firstsource is actively recruiting a Quality Analyst for the Healthcare process to develop and execute a robust quality team.
ROLE AND RESPONSIBILITIES
The Quality Analyst is responsible for implementation and delivery of an exceptional quality framework that supports consistent delivery of client metrics.
 Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
 Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business
 Ascertain right coaching needs are identified by the operations team through their evaluations
 Carry out calibration with stakeholders as per agreed process
 Proactive management of identifying trends, producing root cause analysis, and providing solutions.
 Develop & implement standard quality methodology to include guidelines, policies and procedures
 Work with the business leaders and managers to identify gaps and implement plans to close and improve
 Implement robust monitoring of internal QA and maintains an efficient performance management system
 Review and present regular management information on quality measures and improvements
 Meet KRA’s as agreed and any that may get added due to business needs
 Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs.
 Review and Drive Training Needs Analysis - Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function.
 Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.
 Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence
 Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.
 Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.
 Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.

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