Service Quality Analyst

Type of Contract: Full-Time

Job Summary: The Service Quality Analyst is responsible for developing and implementing initiatives and programs that drive process improvement and ensure customer and stakeholder satisfaction. This position will work closely with other departments to identify opportunities for improvement and lead projects to achieve measurable results.

• Analyzes process performance data and customer/client feedback to identify areas for improvement
• Develop and implement programs and initiatives to improve process efficiency, customer and stakeholder satisfaction
• Collaborates with other departments to identify root causes of quality issues and develop solutions to address them
• Facilitates process improvement projects with project teams to achieve goals and timelines
• Develops and partner with the Training team to deliver training programs to support quality improvement initiatives and ensure consistent application of quality standards
• Develops and maintains quality metrics and reporting to track progress and drive accountability
• Reviews current processes within the organization, identifies areas for improvement, and provides recommendations
• Participates in calibration sessions with the Service Delivery team and other stakeholders or clients to ensure consistency and accuracy in scoring
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborates with other departments as needed to resolve issues
• Maintains a positive, empathetic, and professional attitude toward customers and
• colleagues at all times
• Adheres to company policies and procedures
• Meets or exceeds performance targets for related KPIs

• Strong communication skills, both verbal and written
• Knowledge of quality management systems and tools
• Knowledge of project management
• Proficient in using computers and various software applications
• 1-2 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment
• With 2 years of BPO sales/upselling experience (required)

• Knowledgeable on COPC framework

• Full time employees
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO coverage starting on Day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space with a free lunch provided daily for onsite employees
• Employee Referral Program

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