Process Quality Analyst

3 days ago


Cebu City, Central Visayas, Philippines Tasq Staffing Solutions Full time

Tasq Staffing Solutions is seeking a skilled Quality Assurance (QA) Analyst to join our team. As a QA Analyst, you will play a key role in ensuring the quality of our services by conducting audits, tracking performance, and identifying areas for improvement.

Job Description

As a QA Analyst, you will be responsible for:

  1. Conducting audits to ensure quality compliance within accounts.
  2. Tracking performance and identifying areas for improvement.
  3. Providing feedback to agents and identifying areas for development.
  4. Updating processes and procedures to ensure continuous improvement.
  5. Participating in calibration sessions to ensure consistency.
  6. Collaborating with supervisors to share quality performance issues and provide regular reports.
  7. Identifying opportunities for quality improvement and developing strategies to implement them.

Required Qualifications

  • Minimum 2-3 years of experience in QA in a contact center or BPO environment.
  • 2-4 years of customer service experience, preferably in banking operations.
  • Undergraduate/bachelor's degree.
  • Familiarity with quality methodologies such as Six Sigma, Lean, and Kaizen.
  • Excellent communication and feedback coaching skills.
  • Proficient in MS Office applications including PowerPoint and Excel.


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