QA Analyst, Finance Account (Onsite - Cebu) - TASQ Staffing Solutions | Career Page

QA Analyst, Finance Account (Onsite - Cebu)

Cebu, Philippines

Job Openings QA Analyst, Finance Account (Onsite - Cebu)

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.