Quality Assurance AnalystSun Life Financial

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
Overall purpose: This position conducts regular and effective execution of quality assurance assessments using established standards for evaluation, and provides analysis and recommendations based on the results of the audit with the goal for Client Care to meet QA service metric.
Specific Accountabilities:
Performs regular quality audits of calls, emails and Client Care transactions based on established standards in sampling & criteria to ensure service delivery is consistently met and at par with client needs and department standard metrics.
Generates timely and accurate reports daily, weekly, monthly and YTD are available.
Update & monitor Error Dispute Tracker and follow through open items.
Performs quality analysis and is capable of identifying root causes and corresponding relevant action items to improve and sustain performance.
Facilitates calibration sessions with PMs and disseminates calibration minutes of meeting.
Facilitates meetings with the department to ensure processes are aligned with the current business rules.
Performs quality coaching & tips, and provides real time feedback to stakeholders regarding QA results.
Assists in implementing the quality initiatives of the department
Conducts meetings / huddles with department and other groups to discuss quality findings, observations, and recommend action plans
Provides support in documenting business processes and other continuous improvement projects
Maintains the organization of QA files/references and performance reports in the shared drive
Job Category: Call Centre
Posting End Date: 08/07/2021
Sun Life Financial

Manila City, Metro Manila Taguig City, Metro Manila
Permanent
Full-time