QA & Continuous Improvement Sr. Specialist

--iSupport Worldwide--

Join our team!

The QA & Continuous Improvement Sr. Specialist will support both the Clients and the Support Team in achieving performance excellence. He/she will be responsible for ensuring the compliance of employees to set standards (i.e. cadence, policy, process, best practices, etc.). He/she will also create targeted QA/Training interventions to bridge performance gaps.

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What is your mission?

You will provide the best service to our partner brands by performing these tasks:

PERFORMANCE GAPS ANALYSIS

  • Spearheaded continuous improvement initiatives in collaboration with Client Services to continuously delight the clients.
  • Randomly audits the compliance of identified client accounts and/or support departments to set standards and processes.
  • Gathers data and analyzes trends.
  • Conducts discussions and presentations of audit findings and/or performance insights based on data/trends to concerned employees and/or department heads.
  • Prepare correct and reliable tools to measure compliance and/or performance.
  • Build and/or revise databases and useful records management processes.
  • Prepare and submit (high-level and detailed) quality audit reports and/or performance reports.

 INTERVENTION MANAGEMENT

  • Strengthen the cadence of Excellence within iCARE and across all Client Touchpoints.
  • Contribute to the QA Excellence Initiative and drive continuous enhancements across all Support Departments.
  • Collaborate on all billable & value-added GLOC-led Client Initiatives focusing on QA, Continuous Improvement & Training for impactful outcomes.
  • Ensure the effective and efficient facilitation of intervention/s to concerns and areas for improvement.
  • Identify and recommend capability-building and process improvement interventions based on the data and trends.
  • Monitor the implementation of interventions that will address performance gaps.
  • Screen possible qualified employees who can serve as resource persons/coaches based on the needs of the employees and/or department.
  • Coordinate with resource person/s for the implementation of the intervention
  • Evaluate the effectiveness of the intervention facilitated.

 TRAINING & COACHING SUPPORT

  • Deliver identified competency-building activities based on the directions set.
  • Conduct training needs analysis to identify the opportunities of the department.
  • Design and develop training and/or coaching decks and materials.
  • Evaluate the effectiveness of the training or coaching session facilitated
  • Conduct follow-through sessions.
  • Ensure accurate, timely, and efficient analysis of employees’ capabilities.


Who are we looking for?

  • 3 years of solid experience in QA in a BPO set-up
  • Preferably with 2 – 3 years experience in Training
  • Preferably with a background with sales
  • Excellent oral and written communication skills
  • Has strong data mining and analytics skills
  • Advanced skills in Excel
  • Can build database and QA tools


Company Perks

Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.

We put people first

We consider our people as the foundation of our success.

We strive for excellence

Our commitment to quality ensures that we always do our best.

WE EMBRACE INNOVATION

We stay agile and fast, always looking for ways to solve our clients’ needs.

WE DELIVER DELIGHT

We pride ourselves on helping our clients reach their full potential.

WE CREATE REAL IMPACT

We do things right and we get the job done.