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Quality Auditing Analyst

Cebu Job No. r00176360

Job Description

Job Description

  • Acts as a Subject Matter Expert (SME) for Quality function. 
  • 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.


Job Qualifications

  • At least 2 years relevant experience in Quality Auditing/Quality Assurance
  • Open to undergraduate with relevant experience
  • In depth and excellent knowledge in using Avaya CMS application
  • Excellent knowledge in using Microsoft Excel. 
  • Demonstrates advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans

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