Overview
Quality Assurance Analyst – Apprentice Jobs in Pasig, National Capital Region, Philippines at Stealth Monitoring, Inc.
Title: Quality Assurance Analyst – Apprentice
Company: Stealth Monitoring, Inc.
Location: Pasig, National Capital Region, Philippines
Stealth Monitoring is looking for talented individuals like you! Be the next Quality Assurance Analyst. – Apprentice.
Stealth’s Quality Assurance Analyst is responsible for assessing the quality of the performance of Escalation Management Group. The QA will monitor calls and email responses to assess demeanor, technical accuracy, customer service performance and conformity to company policies and procedures. This QA will assist in developing, creating, and implementing call quality process and procedures; as well as making recommendations for enhancements.
Job Highlights
Day 1 HMO for you and two (2) of your dependents.
Annual and Performance Based Salary Increase
Additional Leave Credits
Duties & Responsibilities
Problem Identification and Analysis
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data.
Use the quality monitoring data to compile and track performance at team and individual level.
Performs monitoring of client email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions.
Provides feedback to Leaders and Managers.
Prepares and analyzes internal and external quality reports for management review.
Perform other duties as assigned.
Performance Monitoring
Achieves quality assurance of operational objectives by contributing information and analysis to strategic plans and reviews;
Preparing and completing reports on trends, patterns, threats, and analysis on productivity; quality, and customer-service standards;
Operations compliance audits to establish alignment of Operational standards and recommend improvements
Overall Communication
Provide timely feedback and Performance Management data to Monitoring Center Manager, Supervisors, Team Leads, and Video Surveillance Operators to correct and prevent further deviation from the standard processes.
Collaborate and recommend with the Training Specialist and Monitoring Center Manager to develop instructional materials for training courses and executing training plans;
Communicate process updates to the Monitoring Center
Ability to coach and train Monitoring Center staff effectively and efficiently
Ad Hoc
Perform other duties as assigned
Ability to provide support to operations
Ability to execute Team Lead & Supervisor roles as needed by Operations.
Qualifications
Graduate of any 4-year course
Minimum of 2 years experience in a Quality Assurance role
Lean Six Sigma certification is an advantage
Core Competencies
Good working knowledge of MS office software
Excellent computer skills
Highly detail-oriented to ensure that all work performed by staff is of the highest quality and meets all internal and external policy and procedural requirements
Excellent communication (oral and written) skills
Ability to manage multiple priorities
Strong time management and organizational skills
Strong interpersonal skills, self-confidence, leadership capabilities
The ability to communicate in a clear, simple, constructive and effective fashion
A strong customer-oriented approach
Good decision making and problem-solving skills in a changing environment
Proven ability to coach, train and motivate for performance
Why join Stealth Monitoring?
At Stealth Monitoring, we invite you to make a difference. Take over a position that creates community impact.
Get to work with skillful team members and experience limitless growth.
Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.
