Job scopes

• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
• Responsible for communication updates regarding process changes and updates to the team documents
• Assist with work assignments and information between shifts. May include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
• Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
• Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases Prepare, analyze and interpret complex reports information and formulate conclusions
• Act as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned
• Assist to identify, document, and review opportunities for team improvement in procedures processes standards to gain cost effectiveness and efficiency provide cost estimates and execute implementation of improvements
• Conduct daily audits reviews

Qualifications

• Diploma / Degree in any related field.
• With 1 year of quality assurance experience in a contact centre environment
• With experience in customer facing experience
• Minimum of 2 years of experience MS Excel - Intermediate and 1 year experience working with Microsoft Office
• Excellent Communication skills both verbal and written
• Ability to proactively submit suggestions and act based on data analyzation

Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547

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