QA Analyst, Finance Account (Onsite - Cebu)
On-siteCebu, Cagayan Valley, Republic of the Philippines
Cebu, Cagayan Valley, Republic of the PhilippinesOn-siteFull TimeBachelors DegreeSmall
Full TimeBachelors DegreeSmall
Job Summary
Audit cases and calls against internal and regulatory guidelines, then record agent feedback and track performance metrics. Identify root causes, share observations with Operations, and drive process updates based on data analysis using Excel TNA/TNI/TTQRAG and BQM. Attend calibrations with clients and internal teams while applying seven QC tools to support management in identifying bottom performers. Requires 2–3 years of QA experience in contact centers or banking operations, proficiency in MS Office, and willingness to work rotating shifts onsite in Cebu.
Required Qualifications
- Min 2-3 years of experience as QA in contact center/BPO
- Undergrad / bachelor's degree
- Excellent Communication & feedback/ coaching Skills
- Proficient at MS office Applications like PowerPoint, Excel etc
- Willingness to work in shifts
- Excellent oral and written communication and listening skills
Desired Qualifications
- 2 to 4 Years of customer service experience, preferred banking operations experience
- Should have knowledge on 7 QC tools
- Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc
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