Quality Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience 
  • Provides immediate feedback to employees who incur critical error
  • Conducts regular feedback to employees regarding their quality audits 
  • Spearheads in internal and external calibration sessions and provide calibration result.
  • Generate weekly, monthly and quarterly quality audit-related reports which shall be sent out to internal clients such as Operations Manager and team captain.
  • Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities 

Minimum Requirement Qualifications:
Key Skills

  • Knowledge in QA Fundamentals and principles 
  • Google suite
  • Google Analytics
  • Proficiency in MS Office

Education and/or Experience

  • Bachelor's/College degree  
  • Proven interest in technology and how it is changing the world of work
  • With at least 2 years of Quality Assurance experience in the BPO Industry
Language Skills

  • Average communication skills in English

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