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 Center, Pasig City
Hiring criteria
You should have or be completing the following to apply for this opportunity.
Entry pathway
Degree or Certificate
Minimum Level of Study
Associate Degree or higher
Study Field
B
Accounting, Commerce & Finance
Actuarial Studies
Business Administration & Management
Economics
Human Resources
Leisure, Hospitality, Tourism & Retail
C
Communication & Media Studies
Creative Arts (all other)
Fashion Design
Film & TV
Fine Arts
Graphic Design & Visual Arts
E
Aerospace Engineering & Aviation
Automotive & Transport Engineering
Biomedical Engineering
Chemical Engineering
Civil Engineering & Construction
Communications Engineering
F
Food & Hospitality
Personal Services
H
Anthropology & Geography
Archaeology & History
Classics
Criminology
Development, Migration & Gender
Humanities (all other)
I
Artificial Intelligence
Bioinformatics
Computer Graphics & Animation
Computer Science (all other)
Computer Systems and Networks
Cyber Security
Work rights
The opportunity is available to applicants in any of the following categories.