QA Analyst, Finance Account

1 day ago

Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱104,000 - ₱130,878 per year

Work Arrangement: Onsite

Shift Schedule | Restdays: Shifting

Responsibilities:

  • Audit the number of cases / calls as mandated by the client and track performance.
  • Review calls/completed cases for adherence to internal/regulatory guidelines.
  • Record feedback on Agents & his/her areas of improvements.
  • Bring in necessary changes to the process and constant updating of core process.
  • Attend calibrations sessions both internal and with the clients.
  • Able to identify the Root cause and share observations with Operations.
  • Should have knowledge on 7 QC tools.
  • Must have a good knowledge on Excel TNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management.

Qualifications:

  • Min 2-3 years of experience as QA in contact center/BPO.
  • 2 to 4 Years of customer service experience, preferred banking operations experience.
  • Undergrad / bachelor's degree.
  • Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
  • Excellent Communication & feedback/ coaching Skills
  • Proficient at MS office Applications like PowerPoint, Excel etc.
  • Willingness to work in shifts Excellent oral and written communication and listening skills.

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