Quality Assurance Specialist

2 weeks ago


Taguig, National Capital Region, Philippines Gratitude Philippines Full time
Job Summary

We are seeking a highly skilled Quality Assurance Specialist to join our team at Gratitude Philippines. As a key member of our Quality Assurance team, you will play a vital role in ensuring the delivery of exceptional quality services to our clients.

Key Responsibilities
  • Develop and implement a robust quality framework to support consistent delivery of client metrics.
  • Work closely with clients to understand requirements and business critical measurements.
  • Assess sample work output from various teams for pre-defined audit monitoring.
  • Identify and address coaching needs through evaluations.
  • Carry out calibration with stakeholders as per agreed process.
  • Proactively manage trends, produce root cause analysis, and provide solutions.
  • Develop and implement standard quality methodologies.
  • Work with business leaders and managers to identify gaps and implement plans to close and improve.
  • Implement robust monitoring of internal QA and maintain an efficient performance management system.
  • Review and present regular management information on quality measures and improvements.

Requirements
  • At least 1 year of relevant experience as a QA for Healthcare BPO.
  • Able to start ASAP.
  • Amenable to working onsite either in Taguig or Makati following a rotating schedule.

About the Role
This role will report into an AM/Manager of Capability Development- Service Quality team. The role is likely to be Manila – Philippines based, expected to have relevant Quality experience in terms of designing QA framework and reporting.

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