QUALITY ASSURANCE ANALYST (pavia iloilo - onsite)IGT Solutions (IGT Technologies Philippines, Inc.)

· Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives
· Facilitating or leading training on quality management tools
· Conduct Quality Roll outs, feedback & coaching sessions and Dip checks as and when required
· Scrub, analyze, and present Quality and CSAT data
· Drive process improvement and other quality tools for process performance measurement and standardization
· Drive and track process parameters critical to quality and process
· Ensure Process compliance
· Lead calibrations & QCR Certification
· Conduct Analysis & RCA on the observed areas of improvement
· Support Outlier Program on CSAT/DSAT, AHT, Effectiveness, Revenue and other KPI's
· Monitor performance on program KPI's through Evaluations
· To ensure day to day service Quality evaluation process with the internal /external resources is driven smoothly
· Graduate/Undergraduate in any discipline, with good academic profile
· Must have at least 2-3 years of experience in Quality Assurance Team Lead role in a BPO industry
· Experience in Transaction Quality to meet Customer Experience
· Excellent Verbal and Written Communication Skills
· Demonstrated ability to perform well in a rapidly changing global environment
· Contribute to regular reporting on quality performance for various stakeholders
· Strong critical thinking and problem-solving skills
· Keen eye for detail coupled with analytical and problem solving abilities
· Ability to prioritize and manage multiple workflows within a dynamic work environment
· Proficient in creating reports and in using MS Office
· Flexible in shifting/rotational schedule
· Willing to work onsite in Pavia, Iloilo City
Bossjob

Iloilo City, Iloilo
Permanent
Full-time