URGENT HIRING: Quality Analyst Specialist - BPO

iOPEX Technologies Philippines; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading BPO company in Metro Manila is seeking a Quality Assurance Manager to enhance quality systems through audits and feedback. Candidates should have at least a year of QA experience in a BPO setup, excellent communication skills, and a willingness to work in a shifting schedule. The role provides competitive salary, various perks, and opportunities for career growth.

Benefits

Competitive salary package

Exciting employee engagement activities

Accessible location

HMO

Leave credits/Leave conversions

Night differential

Uncapped annual appraisal

2 days off

Qualifications

• At least 1 year of experience as Quality Specialist in a BPO setup.
• Knowledgeable in performance data management and analysis.
• Six Sigma experience/certification preferred.

Responsibilities

• Serve as point of contact for all QA related queries.
• Responsible for confirming and managing compliance with client auditing processes.
• Prepare reports and interact with Operations regarding quality improvement.

Skills

Critical thinking

Communication skills

Leadership skills

Data analytics

Mentoring ability

Job description

Overview

Learn and Inspire. Join us now!

Available Roles:

• Quality Assurance Manager
• Quality Assurance Team Lead/Supervisor
• Quality Assurance Specialist
• Training Manager
• Training Team Lead/Supervisor
• Communications Trainer
• Process Trainer
• Sales Trainer
• Performance Excellence Lead/PEX Assistant Manager

Overview

The ideal candidate/s is a critical thinker who will proactively improve the quality systems of the fast-paced growing company through internal audits, participation process improvement programs, and interaction with key partners to obtain constructive feedback.

Responsibilities

• Serve as point of contact for all QA related queries
• Responsible for confirming and managing compliance with client auditing processes
• Prepare reports, interact with Operations and support groups regarding quality improvement
• Prepares quality documentation and reports by collecting, analyzing, and summarizing information and trends.
• Monitor calls and provide feedback to Agents.
• Partner with Learning Team in providing feedback that would improve overall quality of performance/escalations
• Delivers quality module to new Agents as needed.
• Maintains accurate quality data for call behavior performance documentation.
• Coach and develop Agents on Quality, Customer Experience and Processes, and Procedures

Qualifications

• Should have at least 1 year of experience as Quality Specialist on a BPO set up
• Excellent communication and presentation skills
• Knowledgeable in performance data management and analysis
• Six Sigma experience/certification is preferred
• Data analytics advance root cause analysis
• Exceptional leadership skills and great eye for detail
• Ability to teach and mentor
• Must be willing to work on shifting schedules at Bonifacio Global City, Taguig City

Other info

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)
• Work set up: Onsite
• Schedule: Shifting

What's in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package
• Exciting employee engagement activities
• Stability (Continuously getting pioneer accounts)
• Learning sessions every week
• Fast career growth
• Accessible location
• HMO
• Leave credits/Leave conversions
• Night differential
• Uncapped annual appraisal
• 2 days off

And most importantly, you’ll be part of a growing company with dynamic and engaging team.