Quality Assurance Specialist

2 weeks ago


Manila, National Capital Region, Philippines EXL Service Philippines, Inc. Full time
Job Overview

We are seeking a highly motivated and experienced Quality Compliance Analyst to join our team at EXL Service Philippines, Inc.

About the Role
  • The primary focus of this role is to ensure that all transactions are monitored and processed in accordance with established guidelines and targets.
  • You will drive continuous improvement initiatives and collaborate with Operations to implement process-related improvements.
Key Responsibilities
  1. Monitor transactions to ensure compliance with process guidelines and targets.
  2. Provide coaching and feedback to consultants following audits to enhance their performance.
  3. Prepare quality presentations and reports as required to facilitate informed decision-making.
  4. Analyze trends and patterns to identify areas for improvement.
  5. Review and analyze quality results to pinpoint development areas and propose actionable plans for improvement.
  6. Collaborate with Operations to implement process improvements and support agents' training needs identification.
  7. Conduct calibration exercises and participate in team huddles to maintain quality standards.
  8. Handle incoming calls as needed and provide briefings on quality performance.
  9. Brief new agents on quality functions and processes.
  10. Coordinate all process improvement initiatives to drive excellence.
Requirements

To be successful in this role, you should have a strong background in a BPO environment, preferably in Banking and Financial services.

A minimum of 12 months of work experience in a BPO setting, along with training/coaching experience, is essential.

Familiarity with PDCA projects or supporting related process-improvement projects is an advantage.



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