Have a knack for analyzing operations performance quality?
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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 #J-18808-Ljbffr