Operational Excellence Lead
4 days ago
VXI Global Holdings is a leading provider of customer management solutions
We are committed to delivering exceptional quality services to our clients, and we need a talented Quality Analyst to help us achieve this goal.
In this role, you will be responsible for:
- Ensuring timely delivery of high-quality QA monitors;
- Generating comprehensive reports on QE metrics;
- Providing actionable feedback through side-by-side sessions;
- Sharing quality trends with the team during regular meetings;
- Maintaining stringent QA Calibration standards;
- Collaborating with line leadership to develop effective action plans;
- Root cause analysis and solution development;
- Stay ahead of operational changes;
- Leading process improvements;
- Embodying corporate values and expectations;
- Flexible to support increased call volume;
- Compliance with set work schedules;
- Documentation and dissemination of best practices;
- Partnering with QA leaders to drive key initiatives;
What We're Looking For
- Proven experience in training roles within BPO Healthcare settings;
- Previous BPO experience;
- Bachelor's degree in any field;
- Willingness to relocate to Davao;
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