What to expect from the role:

• Focus on increasing overall quality and client/customer experience and satisfaction by providing high quality and ongoing training sessions to either small or large audiences; 

• Makes sure the quality of the QA Analysts and CMs is within the agreed levels, initiates proactive or corrective actions (suggests retraining sessions, areas of improvement, analysts targeted, etc.) when necessary; 

• Prepare operational quality analyses for the projects coordinated and as required by the direct manager; 

• Performs Internal Audits when required for the QA Analysts and makes recommendations for continuing education of staff based on QA audit findings; 

• Maintains the audit process for all new hires in all departments and assists supervisors and managers with staff on a performance action plan; 

• Analyze and implement process flow improvements, to include capabilities for growth; 

• Ensures effective procedures/process updates/reminders are delivered in due time, both in writing and orally; 

• Ensures all procedures are acknowledged, understood, assimilated, and applied; 

• Ensures that only the latest versions of procedures are used and obsolete versions are removed from the documentation platform; 

• Analyses all procedures/tools/procedure updates related to the areas under ownership in order to identify any flaws; communicate findings or make correction suggestions to the respective issuers; 

• Tailors best audit methods in order to assure the highest quality possible from all QA Analysts;

•  Works with appropriate manager/supervisor to evaluate the performance of staff during orientation period; 

• Effectively assist/ coach/ mentor QA Analysts with questions and problems associated with the activity handled and is related to the information part of the training delivered; 

• Actively participates in needs analysis studies to determine training and quality needs within the organization; 

• Ensures that each project under the coordination of quality processes has a QA Analyst trained that enables the staff to achieve the quality targets agreed; 

• Establishes and maintains positive communication and professional demeanor with employees and members at all times;

• Creates and supports an environment, which embraces and fosters teamwork, cooperation, respect, and diversity.

Qualifications:

• Bachelor’s degree

• At least 1-year Experience as a Quality Analyst/Training Supervisor in the BPO industry

• Excellent customer service and communication skills, both verbal and written

• Ability to multi-task and work well in a fast-paced environment

About this Position

• Join a BPO Company

• Willing to be assigned in Davao City

• Willing to work in a shifting schedule

• Temporary Work From Home

 If you are interested in applying for this role, we’d love to hear from you!