Quality Specialist

4 days ago

Pasig, National Capital Region, Philippines Offshore Business Processing Full time ₱45,000 - ₱60,000 per year

Quality Specialist

25,000-30,000

Analyze, improve, and elevate quality at OBP Lead monitoring and guide teams to success. Apply now and be the change as our Quality Analyst

Job Summary

  • HMO on Day 1
  • Receive promising perks and rewards
  • Experience travel opportunities
  • Get recognized for what you do
  • Achieve work-life balance
  • Improve exponentially with enhanced learning

Responsibilities

  • Monitor assigned Staff/Operators and provide feedback to the Reps on the areas that need improvement
  • Evaluate progress of Staff/Operators performance, quality, etc.
  • Conduct monitoring sessions and communicates changes, updates etc. based on client feedback
  • Monitor requirements and adhere on a daily/weekly/monthly basis
  • Conduct program education classes as directed by Management
  • Review quality assurance concerns with Team Leaders in a timely and effective manner
  • Respond to QA-related inquiries from Operations and corresponding Departments
  • Ensure that quality policies and procedures are communicated and followed
  • Troubleshoot low performing programs and provide suggestions for improvement
  • Participate in calibration sessions to ensure that all teams are aligned with the set QA guidelines
  • Complete all required reporting in a timely and effective manner
  • Finalize reports on audit updates and errors
  • Assist in setting QA guidelines to be implemented to existing employees and new hires
  • Maintain Quality Files for agents including Quality Monitoring Forms, Quality Assurance Agreements, and other required documentation
  • Perform other duties as assigned

Requirements

  • Candidate must possess at least a Bachelors/College Degree
  • At least 2 years of work experience in the BPO setting as a Quality Analyst
  • Strong organizational, interpersonal and time management skills
  • Familiarity with Operational Excellence, Continuous/Process Improvement, and Total Quality Management concepts
  • Knowledgeable in doing Root Cause Analysis
  • Has excellent & effective written and oral communication skills
  • Strong team player with a high level of professionalism and initiative
  • Willing and able to work on a shifting schedule and during holidays
  • Proficient in a Microsoft Office Environment, specifically Word, PowerPoint, Excel and Visio
  • Applicants must be willing to work in Ortigas/Cubao

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