Quality Analyst | BPO Healthcare Jobs in Philippines

Gratitude Inc

2627 Views

14 hours ago

2-3 Year(s)

Manila (Pasig)

Job Description

Key Skills

Call Center Quality Quality assurance

3 candidate(s) have already applied for this Job. Apply now

This is a full-time on-site role as a BPO Quality Analyst located in Taguig. The BPO Quality Analyst will be responsible for ensuring quality standards and consistency of service across all engagements and will collaborate with cross-functional teams to identify areas of improvement and promote process enhancements..

Responsibilities:

•   Review customer satisfaction and operational metric results regularly to identify performance trends and generate monthly management reports.

•   Analyze qualitative and quantitative data using tools such as Microsoft Pivot tables and crosstabs to identify performance improvement opportunities.

•   Conduct in-depth analyses to understand the drivers of performance gaps and develop key driver analysis, statistical linkages, and calibration between metrics.

•   Coordinate data feeds with Operations to ensure availability for analysis.

•   Document current operational processes for root cause analysis and contribute to improvement initiatives by identifying gaps affecting key metric results.

•   Conduct root cause analysis, including on-site observations, interviews, and process documentation, to determine underlying drivers behind performance gaps.

•   Contribute to the development of analytic and engagement plans based on findings, metric performance, and client business needs

Qualifications:

•   Must have at least 1 year of QA experience in handling healthcare account of a BPO company

•   Must be proficient in English

•   Educational background: At least High School (old curriculum) graduate | SHS Graduate | Associate or Vocational Graduate | College Graduate

•   We prefer candidates residing in Manila or nearby provinces and can be scheduled for an online/onsite assessment and interview

Role

QA Analyst

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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