Senior Quality Control Specialist

1 day ago

Quezon City, National Capital Region, Philippines beBeeQuality Full time ₱800,000 - ₱1,100,000

Job Overview

We are seeking a highly skilled Quality Assurance Expert to join our team. In this role, you will play a crucial part in ensuring the quality of our services by conducting daily quality checks and providing timely feedback to agents.

Responsibilities:
  1. Conduct thorough quality checks as per established processes.
  2. Provide prompt feedback to agents on identified errors.
  3. Analyze customer comeback data for all received errors.
  4. Meet monthly sampling targets as defined.
  5. Complete feedback tasks as specified in the Quality Standards Document (QSD).
  6. Contribute innovative ideas to enhance the process.
  7. Complete Work-Based Role Roadmap within stipulated timeframes.
  8. Prepare high-quality reports for teams and clients on quality-related matters.
  9. Perform root cause analysis for all identified errors.
  10. Ensure the QA process adheres to ISO guidelines.
  11. Identify staff improvement areas and share with the Assistant Manager – Quality.
  12. Communicate regularly with clients.
  13. Participate in calibration exercises on a periodic basis.
  14. Produce error analysis/RCA reports within defined timelines.
  15. Attend quality and development trainings identified for QA personnel.
  16. Collaborate with operations to identify training needs for associate managers.
  17. Drive projects and contribute to project initiatives within the team.
Requirements:
  1. Strong analytical skills and effective time management.
  2. Excellent communication skills – verbal and written.
  3. Coaching and feedback abilities.
  4. Conflict resolution skills.
  5. Exceptional interpersonal skills and people skills.

This is a mid-senior level full-time position requiring outstanding communication and analytical skills. The ideal candidate will have experience in quality assurance and a strong understanding of ISO guidelines.

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