Quality Analyst

4 days ago

Philippines EXL Full time
Description

Essential Functions:

  • Monitor transactions as per process guidelines.
  • Provide event-based and frequency-based feedback.
  • Assist the operations and process training teams in identifying training needs for the agents and process level issues that can help improve performance.
  • Participate in team huddles and provide a brief on quality performance in the process.
  • Lead calibration exercises with participation from the operations and process training team to ensure process workflows are followed consistently
  • Brief new staff joining the process and explain how the quality function operates in the process.
  • Coordinate all process improvement initiatives 


Primary Internal Interactions:

  • Operations Team: Assistant Manager, Lead Assistant Manager, Manager
  • Quality Team: Assistant Manager, Lead Assistant Manager, Manager
  • Operations frontline staff


Responsibilities
  • Ensure that the assigned targets in accordance with SLA are met  
  • Ensure that the quality of the transactions is in compliance with predefined parameters  
  • Ensure claim costs is controlled and leakage kept at a minimum
  • Ensure accuracy of reserves and payments and manage lifecycle of claims
  • Ensure adherence to Company Policies and Procedures
  • Managing calls – both inbound and outbound as well as all other correspondence on claims
  • Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 
  • Any other essential function that may occur from time to time as directed by the Supervisor


Qualifications
  • English language proficiency
  • Previous international Voice experience
  • Good Computer navigation skills
  • Should be familiar with MS Office 
  • Possesses necessary knowledge of business concepts to effectively perform the job
  • Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
  • Commits to achieving specific objectives and takes ownership for accomplishing them.
  • Responsible for handling high volumes of transactions.
  • Effectively balances quality, timeliness and productivity standards
  • Self-discipline
  • Result orientation 
  • Adaptability 
  • Listening and comprehension skills 
  • Questioning and Reasoning Skills
  • Customer Service focus and telephone etiquette
  • Ability to multi task, prioritize and manage daily work activities

  • Quality Assurance Analyst

    2 days ago

    Philippines Hireframe Full time

    As a QA Analyst, you will play a critical role in maintaining and enhancing the quality of our software products. You will be responsible for managing onboarding data, daily testing of application flows, identifying and reporting bugs before they reach our clients, and collaborating closely with engineering teams. Your keen eye for detail and expertise in...

  • Quality Assurance Analyst

    2 weeks ago

    Quezon City MNL Philippines Probe Group Full time

    Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the overall...

  • Quality Analyst

    2 days ago

    Davao City, Davao del Sur, , Philippines Op360 Full time

    RESPONSIBILITIES:Ø  Responsiblefor responding to customer inquiries and complaints regarding company records,billings, contract renewals, and supply returns. Ø  Answersand initiates a variety of real -time inbound and outbound voice -basedcommunications in English or other languages to support customercare.  Ø  Responsiblefor activities involving...

  • Quality Assurance Analyst

    2 days ago

    Southwoods, Laguna, Philippines Ubiquity Global Services Full time

    Quality Assurance Specialist (QA) is responsible for assessing the quality of the performance of ourcall center associates who deal with our existing and potential customers. The QA will monitor inboundand outbound call and potential emails or chat responses (as needs rise within the company) to assessassociates demeanor, technical accuracy, customer service...

  • Quality Engineering Lead

    2 days ago

    Philippines Planit Full time

    Description Planit are world leaders in application testing and quality engineering. We provide solutions that support organisations to deliver high quality systems, applications, and IT architecture.Planit is now a proud NRI company and part of a global movement to deliver a sustainable and secure future through better Information Technology exchanges. Our...

  • Quality Assurance Specialist

    1 week ago

    Cartrack Philippines Makati, Philippines, Philippines Cartrack Full time

    QA Specialist - Telesales (Metro Manila) About the job QA Specialist - Telesales (Metro Manila) We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Quality Analyst Specialist - Telesales to join our team. Our teams are collaborative, vibrant and fast-growing and all team members...

  • Systems Analyst

    2 days ago

    Philippines WTW Full time

    DescriptionThe Role Liaise with business analysts and/or other stakeholders as appropriate to ensure that requirements are well defined and understood to formulate a high-level solution.Produce logical design models where appropriate in conjunction with Lead Systems Analyst and Functional Architects.Work closely with technical developers to produce a...

  • Test Analyst

    2 weeks ago

    Philippines Dev Partners Full time

    We're Hiring: Test Analyst 100% RemoteWe are looking for a skilled and detail-oriented Test Analyst to join our team. The role focuses on ensuring the quality, stability, and performance of our core business applications and systems. You should have a solid IT background, strong understanding of the software development lifecycle and software testing...

  • Insurance Operations Analyst

    1 week ago

    Philippines JPMorganChase Full time

    DescriptionJoin a team where your expertise shapes the future of Insurance and Retirement Operations. As a Trading Services Analyst, you will make a meaningful impact by improving processes and ensuring quality standards. This role offers a dynamic environment that encourages creativity, innovation, and high performance. You will collaborate with business...

  • Senior Financial Analyst

    2 days ago

    Philippines OnlyExperts Full time

    Senior Financial Analyst – DTC, Retail & Wholesale (Full-Time, Remote)About the CompanyThe Company is a 12-year old consumer brand in an outdoors category. We go to market through mass market retailers like Walmart and Dick's Sporting Goods, marketplaces like Amazon, and direct-to-consumer as a monthly subscription box. The business was formerly a...