Have a knack for analyzing operations performance quality? This job offer may be the fit role for you! APPLY now!
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 communicate changes, updates 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
* 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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