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Quality Improvement Specialist

1 week ago

Manila, National Capital Region, Philippines Firstsource Solutions Limited Full time
About the Company

Firstsource Solutions Limited is a leading business process outsourcing (BPO) company that helps organizations deliver exceptional customer experiences. With a strong focus on quality and excellence, we strive to drive business growth and improve operational efficiency.

The Role:

We are seeking a Quality Improvement Specialist to join our team. As a key member of our service quality unit, you will be responsible for analyzing and enhancing competencies of associates, ensuring delivery of service level quality metrics, and identifying opportunities for improvement.

Key Responsibilities:

  • Analyzing quality metrics at individual, team, and organizational levels.
  • Providing timely quality follow-through in the form of audits, side-by-side meetings, kick-start sessions, and development sessions.
  • Developing and maintaining a repository of internal monitoring results and feedback to identify trends and target improvements.
  • Ensuring communication with other Quality Analysts exists while passing new information to team members and supporting the team in developing/maintaining new training material and initiatives geared towards quality improvement.
  • Staying abreast of new trends and tools in employee development.
  • Supporting the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintenance of processing models, guidelines, and scoring methodologies.
  • Performing other work-related duties as assigned.

Qualifications:

We are looking for an individual with a college degree or relevant experience in education, communication, or quality assurance. Extensive knowledge in MS Office is required, and contact centre knowledge and experience is necessary. Strong contact centre background and a dedication to quality & improvement are essential.

Required Skills:

Proven quality results and an understanding of what constitutes a quality product/interaction. Ability to identify opportunities for improvement in our processes & struggles with our associates. Excellent oral, written, and presentation skills; ability to deliver positive and negative feedback effectively to a variety of audiences with sensitivity and confidentiality. Organized and attentive to detail. Ability to effectively mentor associates remotely.