Quality Analyst

3 days ago

Cagayan de Oro City Misamis Oriental Philippines Op360 Full time ₱250,000 - ₱500,000 per year

​Conduct thorough quality assurance assessments of processes and transactions to ensure accuracy, compliance, and adherence to company policies and industry regulations.Develop and implement quality assurance strategies, policies, and procedures to improve overall performance and efficiency within the financial account BPO.Analyze data and metrics to identify trends, patterns, and areas for improvement in service quality and operational processes.Collaborate with cross -functional teams to address quality -related issues, provide recommendations, and implement corrective actions.Provide timely and constructive feedback to team members regarding performance, compliance, and quality standards.Monitor and evaluate customer interactions, including calls, emails, and transactions, to assess service quality and identify training needs.Conduct regular audits and reviews of documentation, reports, and client deliverables to ensure accuracy, completeness, and consistency.Generate comprehensive quality assurance reports and metrics to track performance, identify areas of concern, and support decision -making processes.Stay updated on industry trends, best practices, and regulatory requirements related to financial services to ensure compliance and alignment with industry standards.Assist in the development and delivery of training programs and materials to support continuous improvement initiatives and enhance the skills and knowledge of team members. ​RequirementsProven experience working in a quality assurance or auditing role within the customer services industry, preferably in a BPO environment.Excellent analytical skills with the ability to interpret data, identify trends, and draw actionable insights.Exceptional attention to detail and accuracy with a focus on maintaining high -quality standards.Effective communication skills, both verbal and written, with the ability to interact confidently with stakeholders at all levels.Strong problem -solving skills with a proactive and solutions -oriented mindset.

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