Quality Analyst | Pampanga  

The Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability and compatibility with other legacy- and / or external systems.

Core Responsibilities:

• Conducts audit per agent on a daily basis;
• Submits End of Shift Report;
• Attends the Weekly Business Review with Campaign TL/OM/Client;
• Holds calibration sessions with the assigned team/campaign;
• Conducts side by side monitoring;
• Performs coaching sessions with agent/s and TL;
• Submits weekly and monthly quality reports;
• Identify any potential quality issues per defined process and escalate quality issues immediately to management;
• Isolate and report defects; verify defect fixes;

Other duties may be assigned by tghe supervisor as needed; which include helping others in the same or different departments, may be assigned by supervision.

• A 2-4 year College Degree;
• At least 1-2 years of working experience in the related field is required;
• At least 2-years of recent BPO Company experience;
• Proficiency in the use of PC applications;
• Effective oral and written communication skills required;
• Strong interpersonal, conflict management and mentoring skills;
• Able to work in a flexible schedule including weekends, holidays and longer hours;
• High energy, enthusiastic, motivational training style;
• Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, influencing skills required.