Date: May 13, 2022 2:35:00 AM UTC
Company: Synagie
City: Taguig, National Capital Region, Philippines
Country: PH
Description:
As a Quality Specialist, you are responsible for ensuring that all production processes are controlled and monitored for utmost quality and compliance. Primarily, performing quality audits and assurance reviews of Customer Engagement Solutions processes and procedures that bring about sustained performance, efficiency, and scalability of the way we work. You will constantly coordinate/collaborate with internal and external clients to tailor-fit Quality and Service Excellence procedures continuously uplifting the overall performance. Equipped with enthusiasm and skill, you will be primarily responsible to:
– Evaluate/monitor employee engagements by scoring them based on standard quality assurance form regularly
– Document findings and keep track of employee performance data
– Monitor trends and partner with leadership in raising concerns and/or creating solutions for problem cases
– Present and interpret QA findings to the Management team and prepare action plans in addressing identified performance gaps
– Conduct calibration sessions (internal and or external) and attend client listening sessions to align with quality expectations of the brand
– Partner with CES team in ensuring domain expertise. Be up to date with news and work closely with teams to ensure you are well within knowledge circulation
– Design and develop evaluation programs necessary to ensure engagement quality and customer satisfaction which may include proposing improvements on the current QA framework, making changes on current QA form to cater to business needs, etc.
– Design reports, analysis, insights, and presentations for internal and external stakeholders
– Provide coaching as needed to cases which require QA intervention (triad or 1:1) and or serve as SME/Trainer for any learning needs
– Perform other duties/tasks as assigned
Business Custodian for Synagie
•To understand and identify areas for growth / improvements in lieu of Quality and Service Excellence
•To prepare analysis and presentations in preparation for internal and external stakeholders
Synagie believes you will be an awesome fit for this role if you:
1. Hold a bachelor’s degree in Business Administration, or relevant field related to quality control or quality control management
2. Have a strong enthusiasm for quality and service excellence
3. Are passionate about consumer experience, innovation, customer relations, collaboration and keen on aligning processes and guidelines
4. Have a proven work experience as a Quality specialist/control supporting different teams or similar role
5. Solid background in Quality and Service Excellence strategies
6. Technical expertise with CRM, QMS, and analytical systems / tools
7. Knowledge of online Quality and Service Excellence methods and best practices
8. An ability to manage Quality and Service Excellence -related projects end-to-end
9. Strong oral and written communication skills along with a customer-oriented attitude for effective communication to clients, internal staff, and the management team
10. Proficient in data visualization and insights for story telling or reporting purposes
Experience: 3 Year