Review track and manage the implementation & efficiency of all quality monitoring procedures and systems.
Conduct reviews of individual and team capability to ensure quality performance meets targets.
Review client claims and non-compliance issues.
Conduct data analysis to identify areas for improvements.
Identify and implement the best methodology that is appropriate and applicable to improve quality.
Develop, recommend and monitor corrective and preventive actions.
Evaluate and audit team quality included in external and internal reports.
Check and validate any findings and implement appropriate corrective action.
Maintain standards and performance quality for all services provided.
Maintain good communication with development teams to improve business processes.
Job Requirement
Have at least 2 years of experience as a Senior Quality Analyst or 3 years of experience as Quality Analyst in a similar capacity within a customer service, support or BPO work environment.
Bachelor's Degree or at least Associate Certificate.
English Proficiency Score (CERF) of C1 or better.
Above average competencies in the use of the following applications or their equivalents:
Excel (or any similar spreadsheet program).
Word (or any similar word processing program).
PowerPoint (or the equivalent).
Proficiency in the following concepts: Root Cause Analysis Tools (5 Whys, Scatterplot, Fishbone, FMEA), AID Coaching Methodology, SBIRA Coaching Methodology.
Content moderation environment work experience is a plus but not required.
Willing to work on public holidays and shifting schedules including night shifts when needed.
