Title: Executive Quality Analyst

Salary: Max Basic 35,000 + 2, 000 Allowance

Location: Taguig

Qualifications:

1.  College degree or relevant experience in education, communication or quality assurance preferred. [Open to undergraduates with relevant experience]


2. 2-3 years Experienced in BPO set-up on the said role is a MUST with Comms Skills / With Healthcare Exp.


3.  Extensive knowledge in MS Office required


4.  Contact Centre knowledge and experience is required

Knowledge and Skills:

1.  Strong contact center background and dedication to quality & improvement.


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


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


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


5.  Ability to effectively mentor associates remotely.

Job Description:

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


2.  Provide timely quality follow through in the form of audits, side by sides, kickstart meetings and development sessions.


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


4.  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.


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


6.  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.

Title: Executive Quality Analyst

Salary: Max Basic 35,000 + 2, 000 Allowance

Location: Taguig

Qualifications:

1.  College degree or relevant experience in education, communication or quality assurance preferred. [Open to undergraduates with relevant experience]


2. 2-3 years Experienced in BPO set-up on the said role is a MUST with Comms Skills / With Healthcare Exp.


3.  Extensive knowledge in MS Office required


4.  Contact Centre knowledge and experience is required

Knowledge and Skills:

1.  Strong contact center background and dedication to quality & improvement.


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


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


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


5.  Ability to effectively mentor associates remotely.

Job Description:

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


2.  Provide timely quality follow through in the form of audits, side by sides, kickstart meetings and development sessions.


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


4.  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.


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


6.  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.