Quality Assurance Professional

3 days ago


Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time
Job Overview: TASQ Staffing Solutions is seeking a highly skilled Quality Assurance Analyst to join our team. As a QA Analyst, you will play a crucial role in ensuring the quality of our services by auditing cases/calls, tracking performance, and reviewing calls/completed cases for adherence to internal and regulatory guidelines.

Key Responsibilities:
  • Audit the number of cases/calls as mandated by clients and track performance.
  • Review calls/completed cases for adherence to internal/regulatory guidelines.
  • Record feedback on agents and areas for improvement.
  • Bring necessary changes to processes and update core processes.
  • Attend calibration sessions internally and with clients.
  • Identify root causes and share observations with Operations.


Requirements:

Qualifications:
  • Minimum 2-3 years of experience as QA in contact center/BPO.
  • 2-4 years of customer service experience; preferred banking operations experience.
  • Undergraduate/bachelor's degree.
  • Basic understanding of quality methodologies like Six Sigma, Lean, and kaizen.
  • Excellent communication and feedback/coaching skills.
  • Proficient in MS Office applications like PowerPoint and Excel.


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