START ASAP: Quality Analyst/Assurance Coach

3 days ago

Bonifacio Global Metro Manila, Philippines iOPEX Technologies Full time ₱900,000 - ₱1,200,000 per year

As a Quality Assurance Coach, you are responsible for monitoring, inspecting, and proposing measures to correct or improve processes that aims identify common customer issues, improve customer experience, standardize communication processes, and help ensure customer interactions are aligned with business goals and meets the established quality standards.

What you'll do:

  • Preparing and implementing quality assurance policies and procedures
  • Ensures and protects against unacceptable performance and improve overall processes through regular monitoring and evaluation of the agent's call, email, and transaction quality
  • Responds to internal and external clients regarding QA related requests
  • Monitors and ensures the timely and effective delivery of support services in compliance to service level agreements, specifications, and directives defined with all internal and external customers
  • Provides feedback to agents for quality improvement, creates action plans, initiatives, and recommendations to improve the team and program performance
  • Contributes to the increase of active minutes generated as adherence to required log on hours as well as continuous
  • Performing routine inspections Identifying and resolving workflow and issues
  • Ensuring that standards and regulations are observed
  • Addressing and discussing issues and proposed solutions with superiors
  • Documenting quality assurance activities and creating audit reports
  • Making recommendations for improvement
  • Creating training materials and operating manuals

Requirements:

  • Candidate must have a bachelor's degree, if not, should have at least 1 – 2 years of relevant working experience with the same capacity.
  • Has good Problem Solving and Decision-Making Skills
  • Can handle pressure and time management effectively
  • Have sense of urgency and wok with minimal supervision
  • Previous experience in quality assurance or a similar field
  • Working knowledge of tools, methods, and concepts of quality assurance
  • Solid knowledge of relevant regulatory standards
  • Good communication skills, both verbal and written
  • Excellent data collection and analysis skills
  • Strong attention to detail
  • Must be amenable to work in BGC, Taguig and on a night/shifting schedule

Interested? Here are ways to reach us:

  • Please make sure to complete this application form:
  • Send a message to Steph)

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