Quality Assurance Analyst — Call & Process Excellence

Bosch; Taguig; Presencial; PHP 335 000 - 603 000; Tempo integral

Resumo da oferta

Bosch is seeking a Quality Assurance professional to monitor and improve the quality of calls and transactions across our operations in the Philippines. You will analyze trends, prepare quality reports, and collaborate with Team Leaders to implement coaching and training programs.

Strong attention to detail and communicative skills are essential. The role emphasizes live call handling, process retention, and proactive improvement actions, with opportunities to influence customer experience and

Qualificações

• Provides constructive, objective, and actionable feedback.
• Maintains a positive, professional, and solutions-oriented attitude.
• Acts as a positive ambassador for Quality and Operations.
• Maintains good attendance, punctuality, and conduct.
• No active corrective or disciplinary action at time of application.
• Demonstrates consistent productivity and performance.
• Maintains strong customer and client focus.
• Shows strong analytical skills and attention to detail.

Responsabilidades

• Performs quality evaluations of calls and transactions to ensure compliance with processes and customer experience standards.
• Monitors and supports Quality targets and KPIs across the assigned LOB.
• Identifies quality gaps, recurring errors, compliance risks, and performance trends for escalation.
• Prepares internal and external Quality reports with results, trends, and key findings.
• Partners with Team Leaders to drive ongoing quality improvements and initiatives.
• Provides coaches and actionable feedback on individual and team Quality performance.
• Identifies training needs and priorities interventions based on findings.
• Delivers targeted coaching and refresher sessions for performance gaps.
• Maintains required phone time and live call-handling exposure to preserve process knowledge.

Conhecimentos

Feedback delivery

Analytical skills

Attention to detail

Communication skills

Team collaboration

Descrição da oferta de emprego

Bosch is seeking a Quality Assurance professional to monitor and improve the quality of calls and transactions across our operations in the Philippines. You will analyze trends, prepare quality reports, and collaborate with Team Leaders to implement coaching and training programs.

Strong attention to detail and communicative skills are essential. The role emphasizes live call handling, process retention, and proactive improvement actions, with opportunities to influence customer experience and