Quality Analyst

Position Summary:

Supports Operations in enhancing its Quality of Service through transaction and/or process audits. Reviews the performance of existing processes, highlights gaps and reports areas for improvement.

Responsibilities

• Prepare estimates with the necessary level of detail for all design stages: Budgetary, Design Development, Construction Documents.
• Shows performance of each division of the program and/or that of the whole program in an organized and timely fashion, whether intra-day, daily, week-to-date, weekly, month-to-date, monthly, quarter-to-date, quarterly, year-to-date and yearly.

• Coordinates with both internal and external parties to ensure that all information on reports and decks are complete and accurate for the perusal of all parties. Ensures availability of reports and decks needed by internal Management and external Clients.

• Prepares the appropriate reports and decks by collating all pertinent information in a standard and consistent document. Ensures accurate summarization of all collated data prior to routing to all parties.

• Accomplishes the appropriate agent, team, division and program-level reports by capturing data from all pertinent sources. Computes for all needed information using agreed-to standard calculations. Provides Operations Management with metrics used as basis for assessing and measuring performance of all team members within the program.

• Attends to special report requests. Gathers the report details required from the requesting individual and calibrates on customized output needed. Devises the best and most efficient way of generating such customized reports.

• Transaction and/or Process Auditing. Audits transactions and/or processes performed by CSRs against internal and external policy guidelines, with the objective of identifying potential business impact affecting gaps and risks in established processes.
• Generating and maintaining reports. Updates relevant reports maintained by the quality team by retrieving and updating the respective files and data. Maintains the files for updated and accurate reporting of policy and security data.
• Data Scrubbing, Root Cause Analysis and Process Reviews. Reviews and analyzes audit data and/or other relevant sources of information and highlights areas for improving process compliance and security. Validates the performance of existing processes in order to identify opportunities for improving the efficiency and effectiveness of the delivery of transactions and processes.
• Calibration. Calibrates with internal and external counterparts to ensure that policies are standardized and adhered to.
• Others. Performs tasks assigned by the functional leader for the accomplishment of the account’s and/or department’s objectives.

Requirements

• Bachelor’s degree (preferably with background in Statistics and Research and Testing)
• Has any QA Centric Training/Certification like TQM, Six Sigma, COPC, etc. is a plus
• One year working experience in a call center, customer service, or quality control field with impeccable performance (preferably within the Quality Assurance field). Has average to advance knowledge of Quality Control Tools and Systems.
• Proficiency with Google suite, MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage.
• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.
• With strong attention to detail
• Enthusiastic and highly productive, detail oriented and quality-minded