Quality Specialist I

Crawford and Company; Iloilo City; On-site; PHP 420,000 - 640,000; Full time

Job summary

Crawford and Company seeks a Quality Specialist to review complex processes for accuracy and drive improvements across QA and Continuous Improvement initiatives.

You will design monitoring formats, track audit results, and develop statistical reports while collaborating with stakeholders to ensure compliance and quality standards across the organization.

Qualifications

• Bachelor's degree in any related course.
• Minimum 2 years of quality assurance experience in BPO/shared services.
• Proficient in data entry, word processing, and spreadsheets.
• Strong written and verbal communication abilities.
• Knowledge of QA concepts, continuous improvement, and control methodologies.
• Basic VBA or Macro programming, Visio, and process mapping skills.
• Understanding of statistics and databases.
• Detail oriented with the ability to multi-task and prioritize.

Responsibilities

• Review processes for accuracy and discuss improvements with management.
• Develop monitoring formats and tools to measure quality standards.
• Use tools to track quality audit results and generate reports.
• Collaborate with internal clients to implement system improvements.
• Ensure adherence to compliance and procedural guidelines.
• Coach team members to meet internal and external quality standards.
• Calibrate staff through sessions and maintain confidentiality.
• Inform superiors of problems beyond authority and participate in projects.

Skills

Quality Assurance experience

BPO/Shared Services

Data entry

Effective communication

VBA/Macro programming

Six Sigma

Process mapping

Education

Bachelor's degree in related field

Tools

Microsoft Visio

Excel

Job description

Job Description

Responsible for reviewing all simple and complex processes for accuracy, and confers with management on process improvements and implements change.

Responsibilities

• Quality Assurance, Quality Control and Continuous Improvement
  • The Quality Specialist is responsible for reviewing, confirming, and reporting compliance with process or procedural requirements, Quality certifications, and delivery methodology in accordance to company standards.
  • Participates and develops the design of monitoring formats and tool to measure quality standard.
  • Utilizes available tools to track and maintain consistent quality audit review results.
  • Develops statistical reports based upon the audited data and transactions.
  • Works closely with internal clients and stakeholders to implement system improvements and controls.
  • Maintains consistency with regard to department standards and procedures.
  • Ensures strict adherence to compliance and procedural guidelines.
  • Review the work of others and work collaboratively with team members through ongoing feedback and coaching to ensure that work meets internal and external quality standards.
  • Reviews combination of simple and complex processes and ensures quality standards are met.
  • Researches suggestions forwarded by staff and keeps items confidential as needed.
  • Facilitates and coordinates calibration sessions for staff.
• Business Process Support
  • Informs immediate superior regarding problems and other matters beyond limits of authority.
  • Participates in special projects and performs other duties deemed necessary given by immediate superior.
  • Non-clinical staff may not conduct any activities that require interpretation of clinical information, including but not limited to, the choosing of a set of criteria to use for handling a request for healthcare services or treatments.

Qualifications

• Bachelor's degree in any related course.
• At least two (2) years of quality assurance experience in the BPO / Shared Services Industry.
• Proficient in data entry, word processing, and spreadsheet applications.
• Effective communication skills, both in visual and written.
• Knowledge of tools, concepts, and methodologies of Quality Assurance and Control, Continuous Improvement.
• Basic knowledge on VBA or Macro Programming, Microsoft Visio, and Process Mapping skills.
• Understanding of statistics and databases.
• Critical Thinking - Ability to analyze information objectively to form judgment (data driven conclusions).
• Six Sigma certification/training is preferred.
• Keen attention to details.
• Ability to multi-task, prioritize and manage time effectively.
• Demonstrates excellent work ethics and focus on work, tasks, priorities and improving the Quality of the process.
• Interpersonal skills - Able to work independently and as a team member.
• Maintains high degree of professionalism and confidentiality.
• Makes decisions regarding the depth of testing required based on previous/common errors.
• Make decision if a client statement should be sent out or not.