Sr. Quality Analyst (ES 32047C)

Sr. Quality Analyst (ES 32047C)

Enshored Inc.
Not Specified
Not Specified

Job Description

Enshored seeks a detail-oriented, diligent, and hard-working Sr. Quality Analysts to work with a fast-growing technology-enabled account. These are high-impact roles and offer great opportunities for career advancement in a BPO setting. Hours will depend on the client's need.
Education and/or Experience
  • Bachelor's/College degree
  • Proven interest in technology and how it is changing the world of work
  • With at least two years of Quality Assurance experience.

  • Demonstrated competency in the following areas is also required:
  • Attention to detail
  • Analytical Skills
  • Commitment to delivering to the highest quality first time
  • Proven ability to work to deadlines and under pressure with a positive attitude
  • Strong communication skills in written English and able to communicate effectively with a team in English
  • Examples of taking the initiative in a work setting, with positive outcomes
  • Coaching and development abilities
  • Ability to lead a team

  • Essential duties and responsibilities
  • Review internal audit disputes
  • Review and management of QAs sprout logs
  • Weekly/Bi-weekly performance coaching of QAs
  • Monthly performance review of QAs
  • Audit the Auditor (ATA) - audit accuracy check
  • WBR, MBR, & QBR: Quality Results, Analysis, Recommendation & Action Plans
  • Facilitate weekly quality review with QAs
  • Update of huddle document and moderation guideline whenever policy updates & clarifications from the client are received
  • Spearhead weekly (Monday) sync up with Ops officers
  • Generate calibration test itemsSpearhead weekly internal calibration (with MNL officers)Generate internal calibration report
  • Spearhead weekly global calibration (with LA and KL)
  • Sampling Audit: full 360-cycle review, appeal, analysis, discussion of analysis with stakeholders, discussion w/ agents via huddle session
  • Liaise with Training team for upskill/cross-skill needs of operations
  • QA coverage and scheduling
  • Onboarding of new QA
  • Ad hoc requests from client & stakeholders
  • Job Details

    About Enshored Inc

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