About the Role
Internally known as Operations Analyst 3, this role is responsible in providing the operational support necessary to ensure accurate and consistent development and implementation of Self-Assurance Activities (SAA).
The role involves analyzing business issues and makes recommendations to maximize operational efficiency, quality and compliance.
Works under limited supervision to analyze and solve complex operational, systems-related and / or internal customer issues.
Roles / Responsibilities
Configure NEXIDIA platform for Self-Assurance team
Add, create or modify forms in the platform for Bilingual Spanish queue
Create and maintains databases and management reports
Interpret data and identifying trends for managers
Work with managers to apply data to business goals and analytical requirements, which may include capacity planning, volume forecasting and unit costing
Manage vendor relationships, defining user requirements and performing user acceptance testing
Manage small projects requiring some coordination, and / or contribute to task forces or project teams
Identify, develop and implement policies, procedures and training materials to assure compliance with government regulations and to maximize efficiency and customer service
Market Skills and Certifications
At least 4 years of BPO experience for English and Spanish process
Relevant experience administering and configuring NEXIDIA or any voice recording platform for quality assurance process
Preferably with quality assurance experience
Amenable to work on shifting schedules
Amenable to work in McKinley Hill, Taguig