Expert Process Improvement Professional

1 week ago

Manila, National Capital Region, Philippines beBeeQualityAssurance Full time ₱900,000 - ₱1,200,000
Quality Assurance Specialist

At Goway, we're seeking a seasoned Quality Assurance Specialist to join our team of dedicated professionals. As a key member of our operations team, you will be responsible for ensuring the highest quality standards are met in all aspects of our business.

Job Description:

We are looking for an experienced professional with a strong background in quality assurance and process improvement. The ideal candidate will have a proven track record of success in identifying and implementing process improvements that drive results.

  • Review and evaluate contracts, confirmations, and documentation to ensure compliance with established quality standards.
  • Participate in calibration sessions, employee communication sessions, and/or creation of communication tools as needed.
  • Support and communicate business goals, quality standards, processes, and procedures to ensure alignment and understanding.
  • Ensure agents adhere to quality assurance standards and standard operating procedures.
  • Analyze data and metrics to assess the quality of operations and identify trends or patterns.
  • Collaborate with cross-functional teams to implement quality improvement initiatives.
  • Conduct coaching sessions as needed to support agent development and performance.
  • Provide performance expectations, action plans, and development plans to improve quality.
  • Monitor and evaluate the effectiveness of quality improvement initiatives.
  • Provide accurate and timely reports on a daily, monthly, month-to-date, and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
  • Develop and implement strategies to improve operational efficiency and quality.

Required Skills and Qualifications:

To be successful in this role, you will need to have:

  • Demonstrated experience in contract loading or quality assurance roles.
  • Proven track record of strong analytical skills and data interpretation.
  • Hands-on experience in quality assurance processes and procedures is a plus.
  • Excellent interpersonal skills with the ability to communicate feedback effectively.
  • Strong organizational skills and knowledge of goal-setting practices.
  • Proficiency in data visualization techniques and understanding of support metrics.
  • Understanding of basic business metrics and the impact of support on overall results.
  • Ability to solve problems and develop effective strategies to enhance support.
  • Willingness to train onsite and adapt to changing priorities.

Benefits:

We offer a competitive salary accompanied by performance incentives, comprehensive medical, dental, and vision coverage, matching RRSP contributions, paid personal days, birthday off each year, exclusive perks and discounts on worldwide getaways, continuous learning, and industry-leading training opportunities.

Others:

We operate across multiple locations, providing a unique opportunity to collaborate with diverse teams and shape a career path that reflects your ambitions. Our commitment to fostering an inclusive workplace means everyone is valued and respected. We appreciate every applicant's interest and look forward to reviewing your application.

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