Senior Quality Analyst

Role Overview: As a Junior Quality Analyst at VCATCH, you will play a crucial role in maintaining high-quality standards in customer service and project delivery. Your responsibilities will include conducting regular quality checks, analyzing feedback data, and collaborating with team members to ensure adherence to company standards. Your strong technical skills, communication abilities, and leadership qualities will be essential in effectively managing quality assurance processes. Key Responsibilities: - Conduct regular quality checks and audits on processes to ensure adherence to company standards - Collaborate with team members to coach and develop their skills in delivering outstanding customer service - Analyze feedback and data to identify trends and propose actionable insights for improving service quality - Maintain comprehensive documentation of quality performance metrics and report results to stakeholders - Assist in the development and implementation of quality improvement plans and training programs - Liaise with cross-functional teams to integrate quality insights into operational processes - Participate in quality-related meetings to provide insights for shaping the strategic direction of initiatives - Act as a bridge between managerial and operational teams to align quality standards with business objectives Qualification Required: - Proven experience in quality management, demonstrating an understanding of quality assurance standards and methodologies - Competency in technical skills relevant to call center and BPO standards for monitoring and evaluation processes - Excellent communication skills with the ability to convey feedback and improvement strategies clearly to team members - Strong leadership qualities that empower teams to maintain high quality standards in customer service and project delivery - Critical thinking and analytical skills to identify issues, analyze data, and develop effective solutions and improvements - Detail-oriented individual who ensures that all aspects of the quality process are meticulously monitored and reported - Understanding of Six-Sigma principles will be advantageous to align with the company's operational standards - A proactive mindset with a passion for continuous improvement and commitment to achieving excellence Role Overview: As a Junior Quality Analyst at VCATCH, you will play a crucial role in maintaining high-quality standards in customer service and project delivery. Your responsibilities will include conducting regular quality checks, analyzing feedback data, and collaborating with team members to ensure adherence to company standards. Your strong technical skills, communication abilities, and leadership qualities will be essential in effectively managing quality assurance processes. Key Responsibilities: - Conduct regular quality checks and audits on processes to ensure adherence to company standards - Collaborate with team members to coach and develop their skills in delivering outstanding customer service - Analyze feedback and data to identify trends and propose actionable insights for improving service quality - Maintain comprehensive documentation of quality performance metrics and report results to stakeholders - Assist in the development and implementation of quality improvement plans and training programs - Liaise with cross-functional teams to integrate quality insights into operational processes - Participate in quality-related meetings to provide insights for shaping the strategic direction of initiatives - Act as a bridge between managerial and operational teams to align quality standards with business objectives Qualification Required: - Proven experience in quality management, demonstrating an understanding of quality assurance standards and methodologies - Competency in technical skills relevant to call center and BPO standards for monitoring and evaluation processes - Excellent communication skills with the ability to convey feedback and improvement strategies clearly to team members - Strong leadership qualities that empower teams to maintain high quality standards in customer service and project delivery - Critical thinking and analytical skills to identify issues, analyze data, and develop effective solutions and improvements - Detail-oriented individual who ensures that all aspects of the quality process are meticulously monitored and reported - Understanding of Six-Sigma principles will be advantageous to align with the company's operational standards - A proactive mindset with a passion for continuous improvement and commitment to achieving excellence