Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA for now. We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have ramp hiring for Executive Quality Analyst with Healthcare or Sales background. This is for our partner BPO company located in Makati and Cebu.

Salary package: 32K-35K + Allowances

Work Set-up: Work from office

WORK BRIEF:

The primary purpose of this position is to identify, analyze and enhance

competencies of associates and ensure delivery of service level quality metrics per our customer agreement in alliance with the company's core values. This person would be responsible for performing a variety of tasks including but not limited to auditing, creating & reviewing quality reports, trending and analyzing audit/feedback results, and being the point of contact for questions and client communications. The individual serves as an expert resource for the organization on processing knowledge for the assigned unit and associated quality measures.

CORE RESPONSIBILITIES

• Constant analysis of quality metrics at an individual, team, and organizational level.


• Provide timely quality follow-through in the form of audits, side by sides, kick-start meetings, and development sessions.


• Develop and maintain a repository of internal monitoring results & feedback to identify trends and target improvements.


• Ensure communication with other Quality Analysts exists while passing new information to team members & support the team in developing/maintaining new training material and initiatives geared towards quality improvement.


• Stay abreast of the new trends and tools in employee development.


• Support the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintenance of processing models, guidelines, and scoring methodologies.


• Performs other work-related duties as assigned.

Essential Knowledge & Skills:

• Strong contact center background preferably with a sales account or retention account and a dedication to quality & improvement.


• Proven quality results and an understanding of what constitutes a quality product/interaction.


• Ability to identify opportunities for improvement in our processes & struggles with our associates.


• Excellent oral, written, and presentation skills; ability to deliver positive and negative feedback effectively to a variety of audiences with sensitivity and confidentiality.


• Organized and attentive to detail.


• Ability to effectively mentor associates remotely.

Education, Experience, and/or Training:

• Open to high school graduates with a minimum 1yr of Quality experience and international sales account, communication or quality assurance preferred.


• Extensive knowledge of MS Office is required.


• Contact Centre knowledge and experience are required.

Further details will be discussed once invited for an interview.

To apply, please submit your updated resume on this post or email directly to isay@gratitudephilippines.com

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

APPLY NOW!