Quality Analyst | Imus, Cavite
Core
Analyze, evaluate, and resolve back-end issues affecting teammates' tools, performance, and processes to ensure quality of work and process compliance.
Role type
Quality Analyst (BPO/Outsourced Services)
Builds
Quality assurance processes and performance reports for outsourced digital services teams
Domain
Business Process Outsourcing (BPO), Customer Experience, Digital Services
Deliverable
dashboards & analysis
Required skills
Customer service practices, pattern recognition, data analysis, research methodologies, mediation and conflict resolution, advanced computer proficiency
Responsibilities
Prepare weekly and monthly reports on teammate performance; Identify and escalate potential quality issues; Verify implemented solutions to quality issues; Conduct calibration sessions with teams including side-by-side task monitoring; Attend weekly business reviews with Team Leaders, Operations Managers, and clients.
