We are currently in search of Quality Auditing Analysts for placement in the vibrant city of Cebu.

Job Responsibilities:

• Serve as a Subject Matter Expert (SME) for the Quality function.


• Function as the initial point of escalation for Quality performance and reporting matters.


• Conduct routine Quality audits in adherence to established sampling standards, ensuring consistent and client-standard compliant service delivery.


• Provide immediate feedback to frontline processors/agents based on observations gathered during monitoring.


• Facilitate Calibration sessions with the Operations team and the Client to ensure alignment.


• Produce timely and precise reports that include daily, weekly, and month-to-date (MTD) scores at the agent, team, and Statement of Work (SOW) levels.


• Assist in the implementation of plans and strategies tailored for the deployment of quality initiatives to the operations team.


• Conduct Weekly/Monthly business reviews with stakeholders to assess overall Quality and Customer Satisfaction (CSAT) performance.

Qualifications:

• Open to both college graduates and college undergraduates with relevant work experience.


• A minimum of 2 years of pertinent experience in Quality Auditing/Quality Assurance.


• Proficiency in the use of Avaya CMS application.


• Excellent skills in Microsoft Excel.


• Demonstrated advanced knowledge in real-time management and the ability to make sound decisions when executing real-time action plans.


• Willingness to work in the enchanting city of Cebu

Why Join Us?

Embrace a world of possibilities with us and enjoy the following benefits:

• A competitive salary package, accompanied by enticing company bonuses and performance incentives.


• Night differential pay for those working late hours.


• Loyalty rewards, delightful Christmas gifts, and special inclusion and diversity benefits.


• Generous paid sick and vacation leaves.


• An expanded maternity leave of up to 120 days* for new mothers.


• Comprehensive HMO coverage (both medical and dental) from day one of employment.


• Life insurance for added security.


• The option to participate in our Employee Stock Purchase Plan.


• A well-structured retirement plan to secure your future.


• Flexible working arrangements for a harmonious work-life balance.


• Convenient office locations.


• A nurturing and healthy work environment.


• Countless opportunities for career advancement and promotions.


• Engage in fulfilling volunteering opportunities and make a difference in the community.

Don't miss this extraordinary opportunity to join our team. Apply now and let your career flourish in a setting filled with endless possibilities and a commitment to excellence.