Quality Assurance - night shiftOrigo BPO
Workplace: Pampanga
Salary: Apply
Work form: Full time
Posting Date: 15/11/2025
Deadline: 03/05/2021
Description
The Quality Assurance role is responsible in listening and auditing calls, generating of weekly and monthly QA reports per client, analysing QA reports, providing recommendations on action plans to better improve the performance of team members. This role will report to the Quality Assurance Specialist.
Key Responsibilities
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards of the client assigned.
Provides structured and timely recommendations; verbal and/or written feedback to Clients.
Performs mock calls with new hires post-training to determine readiness for moving into support as part of the On-Boarding and Training Plan.
Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with assigned Clients.
Uses tools to gather data and analyze trends or patterns affecting quality and provides recommendations.
Collaborates with the Quality Assurance Specialist to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Ensures current product quality specification fulfill client's requirements.
Supports quality management systems operation within organization.
Provides support for design, execution and maintenance of quality system processes at respective departments.
Helps department to coordinate training to operating procedure changes or new system implementation.
Directs writing and review operating procedures (OP's) to ensure compliance, efficiency and clarity.
Creates written documentation and procedures for application testing and compliance.
Collaborates with team to understand product changes and QA testing requirements to deal with issues/defects in a timely manner.
Assists in the preparation of regularly scheduled reports
Updates and maintains office policies and procedures as part of the administration tasks
Skills and Qualifications
Bachelor's degree or equivalent business experience required.
Experienced with Service Desk or similar tool required.
At least with Six Sigma Background (Yellow or Green Belt) is a plus.
2 to 4 years' experience in customer service and/or business process and quality assurance
Excellent email writing skills, specific to customer facing interactions.
Experience in coaching and training individuals or groups required.
Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. A
dept at networking and building relationships with all levels of management and staff.
Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Availability for travel: Yes
Availability for change of residence: Yes
The Quality Assurance role is responsible in listening and auditing calls, generating of weekly and monthly QA reports per client, analysing QA reports, providing recommendations on action plans to better improve the performance of team members. This role will report to the Quality Assurance Specialist.
Key Responsibilities
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards of the client assigned.
Provides structured and timely recommendations; verbal and/or written feedback to Clients.
Performs mock calls with new hires post-training to determine readiness for moving into support as part of the On-Boarding and Training Plan.
Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with assigned Clients.
Uses tools to gather data and analyze trends or patterns affecting quality and provides recommendations.
Collaborates with the Quality Assurance Specialist to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Ensures current product quality specification fulfill client's requirements.
Supports quality management systems operation within organization.
Provides support for design, execution and maintenance of quality system processes at respective departments.
Helps department to coordinate training to operating procedure changes or new system implementation.
Directs writing and review operating procedures (OP's) to ensure compliance, efficiency and clarity.
Creates written documentation and procedures for application testing and compliance.
Collaborates with team to understand product changes and QA testing requirements to deal with issues/defects in a timely manner.
Assists in the preparation of regularly scheduled reports
Updates and maintains office policies and procedures as part of the administration tasks
Skills and Qualifications
Bachelor's degree or equivalent business experience required.
Experienced with Service Desk or similar tool required.
At least with Six Sigma Background (Yellow or Green Belt) is a plus.
2 to 4 years' experience in customer service and/or business process and quality assurance
Excellent email writing skills, specific to customer facing interactions.
Experience in coaching and training individuals or groups required.
Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. A
dept at networking and building relationships with all levels of management and staff.
Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Availability for travel: Yes
Availability for change of residence: Yes
Other Info
Pampanga, Central Luzon · Today, 07:19 PM
Work type
Full Time
Work type
Full Time
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