Have a knack for analyzing operations performance quality? This job offer may be the fit role for you! APPLY now!
Job SummaryHMO on Day 1Receive promising perks and rewardsExperience travel opportunitiesGet recognized for what you doAchieve work-life balanceImprove exponentially with enhanced learningResponsibilitiesMonitor assigned Staff/Operators and provide feedback to the Reps on the areas that need improvementEvaluate progress of Staff/Operators performance, quality, etc.Conduct monitoring sessions and communicate changes, updates based on client feedbackMonitor requirements and adhere on a daily/weekly/monthly basisConduct program education classes as directed by ManagementReview quality assurance concerns with Team Leaders in a timely and effective mannerRespond to QA-related inquiries from Operations and corresponding DepartmentsEnsure that quality policies and procedures are communicated and followedTroubleshoot low performing programs and provide suggestions for improvementParticipate in calibration sessions to ensure that all teams are aligned with the set QA guidelinesComplete all required reporting in a timely and effective mannerFinalize reports on audit updates and errorsAssist in setting QA guidelines to be implemented to existing employees and new hiresMaintain Quality Files for agents including Quality Monitoring Forms, Quality Assurance Agreements, and other required documentationPerform other duties as assignedRequirementsCandidate must possess at least a Bachelors/College DegreeAt least 2 years of work experience in the BPO setting as a Quality AnalystStrong organizational, interpersonal and time management skillsFamiliarity with Operational Excellence, Continuous/Process Improvement, and Total Quality Management conceptsHas excellent & effective written and oral communication skillsStrong team player with a high level of professionalism and initiativeWilling and able to work on a shifting schedule and during holidaysProficient in a Microsoft Office Environment, specifically Word, PowerPoint, Excel and VisioApplicants must be willing to work in Ortigas/Cubao
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