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Executive Quality Assurance Specialist
4 weeks ago
We are seeking an experienced Executive Quality Assurance Specialist to join our team at Gratitude Philippines. The successful candidate will be responsible for implementing and delivering an exceptional quality framework that supports consistent delivery of client metrics.
Key Responsibilities:- Work closely with clients 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 and implement standard quality methodology to include guidelines, policies, and procedures.
- Work with 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 and close training gaps across function.
- Work closely with the 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 internal customers, stakeholders, and clients to gain information, feedback, and approval.
- Demonstrate strong customer service ethic in the team through active communication, regular updates, and meetings.
- Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery, and ensure adherence to best practices identified in FSL.
Requirements:
- 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.
Background to the Requirement:
Firstsource is actively recruiting a Quality Analyst for the Healthcare process to develop and execute a robust quality team.
