The Quality Analyst Supervisor will be responsible for maintaining high levels of quality while ensuring compliance with regulatory requirements and company policies for the BPO services. The supervisor will oversee a team of Quality Analysts and support staff in performing quality checks and audits.

Develop and implement quality assurance policies and procedures to ensure all services meet or exceed the quality standards required by the clients.  Supervise the team of Quality Analysts in conducting quality inspections, audits and checks.

Collaborate with Operations, Enablement, HR, other cross-functional groups in developing agents, process and tools to meet and exceed expected targets through varied means such as needs and gap analysis, process improvements,  calibration sessions, triad coaching, up-skill training sessions, etc.

Initiate/Drive improvement projects/activities.

Ensure compliance with regulatory requirements, industry standards, and company policies through quality assurance programs.

Establish mechanisms to identify areas for process improvements and create action plans to address the same.

Create and distribute regular reports based on the quality analysis process, results, and key metrics.

Foster a culture that values quality, process excellence and continuous improvement.

Regularly collaborate with internal teams and stakeholders to improve quality management efforts.

Identify opportunities to automate and streamline quality assurance processes and suggest software solutions to achieve the same.

Conduct regular training and coaching sessions for team members to improve their skills and knowledge.

Track and report on quality assurance trends, analysis results, and align metrics to meet client requirements

Develop and implement key performance indicators (KPIs) in collaboration with cross functional leaders to measure quality performance and implement corrective action plans to improve result

Other tasks that will be assigned by the Quality Manager/Director

Requirements

3+ years of experience in quality assurance and BPO services

Excellent communication skills, with the ability to communicate effectively with all levels of employees and external stakeholders

Strong analytical skills, with the ability to analyze customer feedback and develop actionable insights

Skilled in data mining, data management and data presentation

Ability to manage and lead a team of quality analysts and support staff

Proficiency with quality assurance software and tools

Knowledge of quality assurance best practices and standards including ISO 9001, Six Sigma, or Lean methodologies.

Ability to identify opportunities to automate and streamline quality assurance processes

Strong organizational skills and attention to detail

Ability to work independently, while also collaborating with cross-functional teams to meet organizational and client objectives

Must be willing to work on shifting schedule and holiday

Must be willing to work in Ortigas and Cubao

Available to start ASAP

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