Senior Quality Expert

1 week ago

Dumaguete, Central Visayas, Philippines beBeeQuality Full time ₱1,500,000 - ₱2,000,000
Job Role Overview

The Quality Assurance Analyst role is responsible for ensuring the highest standards of quality in customer interactions.

This position plays a crucial part in maintaining our reputation by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards.

We aim to enhance the customer experience and overall quality of our operators' interactions with visitors through this role.

Key Responsibilities
  • Monitor and evaluate voice/non-voice transactions to ensure they meet quality standards
  • Perform live or remote monitoring to identify areas for improvement
  • Provide quality performance feedback to operators and their immediate superiors to help them grow
  • Roll out quality-related updates to operations to maintain consistency
  • Work collaboratively with operations leadership to disseminate information and ensure improvements are implemented
  • Participate in calibration sessions to review performance and consistency of scoring
  • Create and implement quality guidelines for standardization across the organization
  • Support operations in case of staffing issues and be flexible enough to help out as needed
  • Analyze quality root causes to identify areas for improvement
  • Coordinate with other departments to implement process improvements and provide tracking and reporting of Quality Assurance metrics
Required Skills and Qualifications
  • Excellent oral, written, and interpersonal communication skills to effectively collaborate with team members
  • Persuasive skills to encourage front-line employees to support new initiatives
  • Exceptional listening skills to understand customer needs and concerns
  • Problem-Solving skills to identify and analyze data for trends and develop solutions
  • Ability to multitask and perform in a constantly changing environment while maintaining focus on quality
  • Experience managing and driving team calibration to QA requirements
  • Strong organizational, planning, and prioritization skills to manage multiple tasks and deadlines
  • Capacity to present oneself professionally in public and represent the organization
  • A minimum of 6 months of Quality Assurance Analyst experience in the industry
Benefits

This role offers a dynamic work environment where you can make a meaningful impact on customer satisfaction and quality standards. As a Quality Assurance Analyst, you will have the opportunity to grow professionally and personally while working with a talented team of professionals who share your passion for quality.

Others

Please note that we value diversity and inclusivity in the workplace. We welcome applications from candidates with diverse backgrounds and experiences.

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