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Quality Assurance Specialist

1 week ago

Mandaluyong City, National Capital Region, Philippines IGT Solutions Full time
Job Overview
We are seeking a highly skilled Quality Analyst to join our team at IGT Solutions. As a Quality Analyst, you will be responsible for ensuring the highest quality standards in our BPO operations. This is an excellent opportunity to work with a leading company and contribute to the growth and success of our team.

Key Responsibilities
* Conduct audits to ensure compliance with quality standards* Monitor call quality and deliver feedback on all audited transactions within specified timelines* Lead calibration sessions with cross-functional teams to maintain quality standards* Perform regular hygiene checks to identify abnormalities and highlight them to the internal team* Coach advisors and review performance on end metrics CCR, C-SAT, Accuracy* Develop and implement visual management systems to help identify gaps in processes or technology

Requirements
* Min. 6 months to 2 years of experience in Quality Analyst support in BPO* Must have travel background* Good communication skills, well-versed with audits, call quality, and QC tools* Ability to effectively meet contractual SLAs pertaining to quality audit targets* Strong supervisory skills with an eye for detail* Excellent written and verbal communication skills in English* Sound knowledge of MS Office (Especially Excel, Word, and PPT)* Knowledge of all QC Tools like Pareto, Six Sigma, FMEA, SIPOC, etc.

About Us
IGT Solutions is a leading provider of outsourcing and offshoring consulting services. We pride ourselves on delivering high-quality solutions that meet our clients' needs. Our team is passionate about what we do, and we're committed to making a difference.