DE029445-Quality Assurance Analyst
Mandaluyong
ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Quality Assurance AnalystWORK SETUP: Return to Office
OVERALL PURPOSE: Acts as a Subject Matter Expert (SME) for Quality function.
RESPONSIBILITIES:- Functions as 1st level of escalation in terms of Quality performance and reports.
- Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with client standards.
- Provide real time notification to front line processors / agents on observations gathered from monitoring
- Facilitates Calibration sessions with the Operations team and the Client
- Generates timely and accurate reports wherein daily, weekly and MTD scores are available on an agent, team and SOW level
- Assists in implementing plans and strategies designed and developed for rolling-out quality initiatives to the operations team
- Conducts Weekly/Monthly business reviews with stakeholders on overall Quality and CSAT performance.
Project Shift Schedule: Rotation shift
Project Rest Day: Rotation Off
Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2
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