Hiring for Quality Analyst in Ortigas, Pasig

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14 hours ago

2-3 Year(s)

Manila (Pasig)

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Job Description

Key Skills

Quality assurance Communication Skills Quality Analyst

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ESSENTIAL DUTIES AND RESPONSIBILITIES

Act as Subject Matter Expert and conduct quality assurance evaluations (internal audits) for employees to improve the customer experience

Provide immediate feedback to employees who incur critical error

Conduct regular feedback to employees regarding their quality audits

Spearhead in internal and external calibration sessions and provide calibration result

Contribute to maintaining forms and process documentations

Generate weekly, monthly and quarterly quality audit-related reports for further evaluation of the Operations Manager and the leadership team

Help improve the technical competence of our frontline agents through quality evaluations, which identify both strengths and development opportunities.

Contribute to maintaining forms and legends documents

Help build right culture of the team together with the Team Leader (Right Motivation, Professionalism, Integrity, Transparency)

Performs other duties as assigned.

Education and/or Experience

Bachelor's/College degree

With at least two years of Quality Assurance experience in the BPO Industry

Experience in quality call inspection, auditing, reporting and one on one coaching.

Experience in collaborating with the client.

Excellent communication skills, both written and verbal.

Strong computer skills and knowledge of QA databases and applications.

Strong analytical and problem-solving skills.

Amenable to work onsite and shifting schedule.

Summary of role requirements:

Flexible hours available

2-3 years of relevant work experience required for this role

Working rights required for this role

Role

QA/QC Exec.

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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