Business Process Improvement Associate

4 days ago


San Fernando, Central Luzon, Philippines Sutherland Full time
Key Responsibilities:
The successful candidate will be responsible for:
  • Preparing weekly sampling plans and sharing them with the QA team.
  • Ensuring that all types of transactions are monitored in the programs assigned.
  • Ensuring that all three types of audits are done as recommended by COPC - Live, Recorded, and Side-by-Side.
  • Ensuring Sampling Adherence is met and MIPs are implemented if required.
  • Tracking if the QAs are providing appropriate feedback based on the call audits to improve consultant's ability to perform better.
  • Keeping checking the QA's accuracy by doing ATA and Calibration.
  • Preparing and sharing Gage R&R report.
  • Being a consultant and advisor to the QAs to clarify on parameters during need.
  • Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
  • Facilitating QA's to conduct NH trainings during Nesting.
  • Analysing monitoring data to identify program level issues and opportunities.
  • Communicating the insights and analysis regularly to different teams like Service Delivery, Training, etc.


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