QA Analyst, Finance Account (Onsite - Cebu)

Work Arrangement: Onsite

Shift Schedule | Restdays: Shifting

Responsibilities:

• Audit the number of cases / calls as mandated by the client and track performance.
• Review calls/completed cases for adherence to internal/regulatory guidelines.
• Record feedback on Agents & his/her areas of improvements.
• Bring in necessary changes to the process and constant updating of core process.
• Attend calibrations sessions both internal and with the clients.
• Able to identify the Root cause and share observations with Operations.
• Should have knowledge on 7 QC tools.
• Must have a good knowledge on Excel TNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management.

Qualifications:

• Min 2-3 years of experience as QA in contact center/BPO.
• 2 to 4 Years of customer service experience, preferred banking operations experience.
• Undergrad / bachelor's degree.
• Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
• Excellent Communication & feedback/ coaching Skills
• Proficient at MS office Applications like PowerPoint, Excel etc.
• Willingness to work in shifts Excellent oral and written communication and listening skills.