Quality Assurance AnalystTeletech Customer Care Management Philippiness Inc

Job Description : Summary The Quality Assurance Analyst position is responsible for the timely, accurate and consistent generation of QA reporting for internal and external stakeholders. This includes the production of both the standard QA reporting Job Description : Summary The Quality Assurance Analyst position is responsible for the timely, accurate and consistent generation of QA reporting for internal and external stakeholders. This includes the production of both the standard QA reporting suite in addition to the provision of bespoke reporting and MI upon request while seeking continuous process improvements. The Quality Assurance Analyst role will support the function development, production and results administration of our survey related provisions as well the assessment of other measurements. Responsibilities Overview: Collect, prioritize, and respond to all requests for QA data from internal and external clients. Collaborate with the global QA team in all aspects of data collection, reporting, and retention. Effectively interact with various Percepta personnel in obtaining and providing data to ensure consistency of definition, understanding, and usage. Utilize existing database systems to perform queries and generate reports. Develop, maintain, and support data capture tools as needed for use by global QA sites. Develop, maintain, and support singular or standard reports specific to the requirements of internal and external clients. Complete reporting in a timely fashion, exercising established controls for approval, publishing, and distribution. Analyze data to identify patterns, trends, or irregularities and discuss findings with appropriate QA Management. Identify and/or support continuous process improvement activities to positively affect QA's image, services, and contributions to the region and the entire organization. Develop and/or update Standard Operating Procedures / Process Maps for QA to ensure that robust processes and standards are in place. Seek out opportunities that improve the efficiency, accuracy and ease of production of monthly data submissions for the global QA team whether through checklists, work instructions or coaching. The goal would be minimized number of re-works, increased semantical understanding, reduced production time / administrative burden. Identify patterns and trends in data and report to the management team. Alert the management team to any anomalies in data. Alert the management to any large data change or gaps. Perform other work-related duties and tasks as assigned by management. This may extend to an element of cross-training to enable the provision of support with survey-related production and administrative duties. Education Associates Degree or equivalent work experience Experience 1-2 years of position related experience Call center experience preferred but not required Skills Working knowledge of metrics and reporting (headcount, attrition, etc). Synergetic view of QA as it relates to the success of the entire organization. Power user of MS Excel and MS Access, Advanced Skills required. Highly numerate with superior analytical & data manipulation skills. Strong attention to detail with a premium on accuracy. Excellent organization skills and flexibility to change priorities as necessary. Must be a team-player but be equally comfortable taking direction or working off own initiative. Good communication skills - both written and oral. Strong time management skills, attention to detail and outstanding follow-up skills. The ability to work well under pressure with tight deadlines. Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis.
Monster

Cainta, Rizal
Permanent
Full-time