QA Analyst, Finance Account (Onsite - Cebu)
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Summary
QA Analyst on a finance/banking account for a BPO in Cebu: audits agent calls and cases against client and regulatory guidelines, records agent feedback and coaching, and drives process improvements using QC tools and Excel-based quality analysis. Onsite role with shifting schedules.
Work Arrangement: Onsite
Shift Schedule | Restdays: Shifting
Responsibilities:
- Audit the number of cases / calls as mandated by the client and track performance.
- Review calls/completed cases for adherence to internal/regulatory guidelines.
- Record feedback on Agents & his/her areas of improvements.
- Bring in necessary changes to the process and constant updating of core process.
- Attend calibrations sessions both internal and with the clients.
- Able to identify the Root cause and share observations with Operations.
- Should have knowledge on 7 QC tools.
- Must have a good knowledge on Excel TNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management.
Qualifications:
- Min 2-3 years of experience as QA in contact center/BPO.
- 2 to 4 Years of customer service experience, preferred banking operations experience.
- Undergrad / bachelor's degree.
- Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
- Excellent Communication & feedback/ coaching Skills
- Proficient at MS office Applications like PowerPoint, Excel etc.
- Willingness to work in shifts Excellent oral and written communication and listening skills.