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 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

Job 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/Cubao