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Auditing and Quality Improvement Expert

1 week ago

Taguig, National Capital Region, Philippines Firstsource Full time
Key Responsibilities:
  • Quality Metric Analysis: Constantly analyze quality metrics at individual, team, and organizational levels to identify areas for improvement.
  • Timely Quality Follow-through: Provide timely quality follow-through in the form of audits, side-by-side reviews, kick-start meetings, and development sessions to ensure seamless delivery of services.
  • Repository Management: Develop and maintain a repository of internal monitoring results and feedback to identify trends and target improvements.
  • Communication and Collaboration: Ensure effective communication with other Quality Analysts while passing on new information to team members and support the team in developing/maintaining new training material and initiatives geared towards quality improvement.
  • Staying Up-to-date: Stay abreast of new trends and tools in employee development to provide expert advice and support.
  • Initiative Support: Support the Service Quality unit by identifying new initiatives to expand the quality program scope and maintain processing models, guidelines, and scoring methodologies.