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Quality Specialist (BPO)
25,000.00 - 30,000.00
Analyze, improve, and elevate quality at OBP! Lead monitoring and guide teams to success. Apply now and be the change as our Quality Analyst!
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 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/Cubao
