Quality Analyst - Retirement Services (Cebu)

Work Setup: Onsite (Cebu)

Function: Quality Excellence

Required Educational Attainment

• With minimum of 2 years of College Education (No back subjects)

Required Experience

• At least 1 year experience as a QA/Quality Analyst plus 2 years Retirement Services (required) preferably retirement services in the same role

Responsibilities

• Oversee transactions in accordance with established process guidelines.
• Deliver timely feedback based on specific events and regular intervals.
• Collaborate with the operations and training teams to pinpoint training requirements for agents and identify process-level challenges to enhance overall performance.
• Engage in team meetings and share insights on quality performance metrics within the process.
• Facilitate calibration sessions with input from the operations and training teams to ensure consistent adherence to process workflows.
• Introduce new team members to the process and clarify the role of the quality function within it.