Quality Analyst

7 days ago

Pasig, National Capital Region, Philippines Enshored Inc. Full time $40,000 - $60,000 per year

Enshored seeks detail-oriented, diligent, and hard-working Quality Analysts to work with a fast-growing Social Media program. These are high-impact roles and offer great opportunities for career advancement in a BPO setting.

Essential duties and responsibilities
  • Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience
  • Provides immediate feedback to employees who incur critical error
  • Conducts regular feedback to employees regarding their quality audits
  • Spearheads in internal and external calibration sessions and provide calibration result
  • Generate weekly, monthly, and quarterly quality audit-related reports, which shall be sent out to internal clients such as Operations Manager and team captain.
  • Help improve our frontline consultants' technical competence through quality evaluations, identifying both strengths and development opportunities.
  • Performs other duties as assigned
Education and Experience
  • Bachelor's/College degree
  • Proven interest in technology and how it is changing the world of work
  • With at least two years of Quality Assurance experience.
Demonstrated competency in the following areas is also required:
  • Extensive experience in audit and quality management.
  • Knowledge of tools, concepts, and methodologies of QA
  • At least 2-years of experience in doing a quality audit for any related campaign in a BPO setting.
  • Attention to detail
  • Analytical Skills
  • Commitment to delivering to the highest quality first time
  • Proven ability to work to deadlines and under pressure with a positive attitude
  • Strong communication skills in written English and able to communicate effectively with a team in English
  • Examples of taking the initiative in a work setting, with positive outcomes
  • Coaching and development abilities

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