Job Description
Full details about the role and requirements
Yukerja Summary
The QA Specialist role at Offshore Business Processing is curated from Bossjob (category Keuangan & Perbankan). Note the work location (Pasig, National Capital Region, Philippines) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
Responsibilities
- Monitor assigned Staff/Operators and provide feedback to the Reps on the areas that need improvement
- Evaluate progress of Staff/Operators performance, quality, etc.
- Conduct monitoring sessions and communicates changes, updates etc. based on client feedback
- Monitor requirements and adhere on a daily/weekly/monthly basis
- Conduct program education classes as directed by Management
- Review quality assurance concerns with Team Leaders in a timely and effective manner
- Respond to QA-related inquiries from Operations and corresponding Departments
- Ensure that quality policies and procedures are communicated and followed
- Troubleshoot low performing programs and provide suggestions for improvement
- Participate in calibration sessions to ensure that all teams are aligned with the set QA guidelines
- Complete all required reporting in a timely and effective manner
- Finalize reports on audit updates and errors
- Assist in setting QA guidelines to be implemented to existing employees and new hires
- Maintain Quality Files for agents including Quality Monitoring Forms, Quality Assurance Agreements, and other required documentation
- Perform other duties as assigned
Job Requirements
- Candidate must possess at least a Bachelors/College Degree
- At least 2 years of work experience in the BPO setting as a Quality Analyst
- Strong organizational, interpersonal and time management skills
- Familiarity with Operational Excellence, Continuous/Process Improvement, and Total Quality Management concepts
- Knowledgeable in doing Root Cause Analysis
- Has excellent & effective written and oral communication skills
- Strong team player with a high level of professionalism and initiative
- Willing and able to work on a shifting schedule and during holidays
- Proficient in a Microsoft Office Environment, specifically Word, PowerPoint, Excel and Visio
- Applicants must be willing to work in Ortigas/Cubao