Quality Analyst
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Job Location:
Taguig - Philippines
Monthly Salary:
₱ 45000 - 55000
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Expectations:
- Position Type: Experienced - Mid/Senior
- Employment Type: Full-Time; Permanent (Direct Hire)
- Work Setup & Location: Onsite - McKinley Cyberpark Taguig City
- Work Schedule: Mondays - Fridays; Night/Shifting
- Number of Headcounts: 10 FTEs Available
- Budget: Php 45000 - Php 55000
- Industry: IT Consulting & Services (IT-BPO)
About the Job:
We are looking for a detail-oriented Quality Analyst to join our clients Customer Care this role you will monitor evaluate and enhance the quality of Back Office and Voice support processes. You will conduct audits identify knowledge gaps and provide actionable feedback to improve team performance. Working closely with Process and Team Managers you will analyze trends support training initiatives and implement continuous improvement strategies to ensure service excellence and SLA compliance.
Key Responsibilities:
- Conduct quality audits of Back Office requests and Voice calls to identify errors trends and areas for improvement.
- Analyze operational procedures to identify knowledge gaps process inefficiencies and opportunities to upskill agents.
- Collaborate with Team Managers and Process Managers to implement performance improvement initiatives and training plans.
- Provide structured feedback and coaching to Back Office and Voice agents based on quality checklist parameters.
- Maintain and update knowledge management materials training content and process documentation.
- Monitor compliance with client SLAs and internal metrics ensuring end-user satisfaction and process accuracy.
- Prepare reports on quality trends defect analysis and performance improvement recommendations.
Qualifications:
- Bachelors Degree in Business Administration Communications or a related field.
- Experienced QA with a strong understanding of quality standards client SLAs and internal performance metrics.
- Skilled in performance improvement methodologies coaching and providing constructive feedback.
- Excellent analytical communication and presentation skills.
- Ability to work collaboratively in a fast-paced metrics-driven environment.
- Strong English communication skills both written and verbal.
- Can start immediately if possible.
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Key Skills
- Gas Chromatography
- Laboratory Experience
- Archival Standards
- ELISA
- Test Cases
- Analytical Chemistry
- Quality Assurance
- Spectroscopy
- Quality Control
- cGMP
- Selenium
- Western Blot
