Senior Quality Analyst

Job Responsibilities:Conduct audits of customer interactions to assess quality standards and compliance.Provide coaching and constructive feedback to team members to enhance performance and productivity.Develop training programs and materials to support continuous improvement in quality metrics.Collaborate with operations and training teams to implement quality assurance measures and best practices.Analyze data and metrics to identify trends and areas for improvement.Drive initiatives to improve overall service quality and customer satisfaction.Monitor and report on performance metrics, highlighting achievements and areas needing improvement.Foster a culture of excellence and accountability through effective leadership and mentorship.Qualifications: Has at least 3 years of experience in QA in BPO set up.Proficiency in Excel, Word, and PowerPoint is required.Strong analytical skills with the ability to interpret data and trends.Ability to coach and develop team members to drive quality work and production.Excellent communication and interpersonal skills.Proven experience in quality assurance, performance management, or a similar role within the BPO industry.Proficiency in using quality monitoring tools and software.Must be amenable to work onsite in Lipa City, Batangas.
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