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Senior Quality Auditor Position

1 week ago

Cebu City, Central Visayas, Philippines Firstsource Full time

Firstsource Ltd is looking for a highly experienced Quality Management Expert to lead our Talent Acquisition team. As a Senior Quality Auditor, you will be responsible for High-volume Recruiting and ensuring the delivery of service level quality metrics per our customer agreement.

About the Role:

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.

Responsibilities:

  • Constant analysis of quality metrics at an individual, team and organizational level.
  • Provide timely quality follow through in the form of audits, side by sides, kick-start meetings and development sessions.
  • Develop and maintain a repository of internal monitoring results & feedback to identify trends and target improvements.
  • Ensure communication with other Quality Analysts exists while passing new information to team members & support the team in developing/maintaining new training material and initiatives geared towards quality improvement.
  • Stay abreast of the new trends and tools in employee development.
  • Support the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintenance of processing models, guidelines and scoring methodologies.

Requirements:

  • College degree or relevant experience in education, communication or quality assurance preferred.
  • Extensive knowledge in MS Office required.
  • Contact Centre knowledge and experience is required.