Technical skills
Quality Assurance
About this role
Work Setup: Onsite (Cebu)
Function: Quality Excellence
Required Educational Attainment:
- With minimum of 2 years of College Education (No back subjects)
Required Experience:
- At least 1 year experience as a QA/Quality Analyst plus 2 years Retirement Services (required) preferably retirement services in the same role
Responsibilities
- Oversee transactions in accordance with established process guidelines.
- Deliver timely feedback based on specific events and regular intervals.
- Collaborate with the operations and training teams to pinpoint training requirements for agents and identify process-level challenges to enhance overall performance.
- Engage in team meetings and share insights on quality performance metrics within the process.
- Facilitate calibration sessions with input from the operations and training teams to ensure consistent adherence to process workflows.
- Introduce new team members to the process and clarify the role of the quality function within it.