BPO Quality Analyst (Logistics Account)

Welsend Global Services Inc.; Taguig; Sur place; PHP 279 000 - 446 000; Plein temps

Résumé du poste

Welsend Global Services Inc. is seeking a QA specialist to evaluate and score service channel sessions per QA standards, and provide actionable reports to management and agents. You will develop monthly quality inspection plans and suggest improvements to optimize performance.

The role requires ensuring QC coverage rate at or above 2.1% of service volume. The candidate should have strong English proficiency, solid critical thinking and data analysis, plus coaching and collaboration skills.

Qualifications

• English proficiency required (reading, writing and speaking).
• Strong critical thinking and data analysis skills.
• Bachelor’s degree or higher.
• At least 2 years of QA experience, BPO experience preferred.

Responsabilités

• Evaluate and score service channel sessions according to QA standards.
• Provide QA reports to management and agents.
• Develop and implement monthly quality inspection plans.
• Suggest quality improvements to management.
• Ensure QC coverage rate ≥ 2.1% (QC volume / Service volume).

Connaissances

English (reading, writing, speaking)

Critical thinking

Data analysis

Empathy

Coaching

Communication

Collaboration

Formation

Bachelor’s degree or higher

Description du poste

Role Responsibility:

• Evaluate and score service channel sessions according to QA standards.
• Provide QA reports to management and agents.
• Develop and implement monthly quality inspection plans.
• Suggest quality improvements to management.
• Ensure QC coverage rate ≥ 2.1% (QC volume / Service volume).

Requirement:

• English (reading, writing, and speaking).
• Strong critical thinking, data analysis, empathy, coaching, communication, and collaboration skills.
• Bachelor’s degree or higher.
• At least 2 years of experience in QA role (BPO experience preferred).

Work Setup:

• Willing to work in McKinley, Taguig (office-based)
• Flexible to work in a shifting schedule, including weekends (Saturday & Sunday) and Holidays; Night Shift with flexible scheduling options to accommodate US time zones
• Can start immediately