DE029445-Quality Assurance Analyst
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POSITION TITLE: Quality Assurance Analyst
WORK SETUP: Return to Office
OVERALL PURPOSE:
Acts as a Subject Matter Expert (SME) for Quality function.
RESPONSIBILITIES:
• Functions as 1st level of escalation in terms of Quality performance and reports.
• Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with client standards.
• Provide real time notification to front line processors / agents on observations gathered from monitoring
• Facilitates Calibration sessions with the Operations team and the Client
• Generates timely and accurate reports wherein daily, weekly and MTD scores are available on an agent, team and SOW level
• Assists in implementing plans and strategies designed and developed for rolling-out quality initiatives to the operations team
• Conducts Weekly/Monthly business reviews with stakeholders on overall Quality and CSAT performance.
OTHERS:
Project Shift Schedule: Rotation shift
Project Rest Day: Rotation Off
Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2
SKILLS AND QUALIFICATIONS:
• At least 2 years relevant QA experience
• At least 1 year QA experience in any banking related account
• Banking experience in BPO industry is an advantage
• Individual Contributor
Mandaluyong City
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