DE027413-Quality Auditing Specialist

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Quality Auditing Specialist
WORK SETUP: Return to Office

RESPONSIBILITIES:
•    Lead a team of Quality Team Leads & QAs for a complex outbound sales program to ensure high quality sales delivery is maintained in accordance with client guidelines, templates & standards in a highly dynamic environment.
•    Provide analysis on Sales Quality performance measures
•    Provide root cause analysis on program, team and agent level identified opportunities
•    Recommend effective intervention activities to improve Quality metrics
•    Drive quality score of the assigned program
•    Liaise with internal and external stakeholders on Quality performance and action plans
•    Create and implement performance improvement plan for team members not meeting all defined targets
•    Analyze trending behaviors and provide mitigations
•    Identify training needs based on quality score, trend and behavior
•    Work with Client counterparts to manage new LOBs & Markets launches
•    Ensure the Training team is fully abreast & calibrated with all latest process changes
•    Collaborate with QTP Sr. Manager, Trainers and Sales Operations team to identify opportunities for continuous improvement of training curricula.
•    Communicate via video chat, teams, zoom, phone calls & screen share with trainers, operational leaders & other stake holders as required to communicate training reports & observations.
•    Maintain an in-depth understanding/knowledge of client’s products & services; participate in new product services & trainings as required & expected by the client

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Quezon City, Cyberpark Tower 1