Quality Assurance Analyst
Stealth Monitoring
Iloilo, PH
2d ago

Duties & Responsibilities :

Problem Identification and Analysis

  • Investigates missed incidents and customer (internal / external) complaints;
  • Identify root cause, risks, trends, patterns, threats, and operational challenges to be communicated to Monitoring Center Manager.
  • Analysis of strategic plans and reviews in the Surveillance processes;
  • Formulate recommendations to prevent further deviation from the standard process and / or promote continuous improvement of processes.
  • Recommendations are to be communicated to Monitoring Center Manager.

    Performance Monitoring

  • Achieves quality assurance of operational objectives by contributing information and analysis to strategic plans and reviews;
  • Preparing and completing reports on trends, patterns, threats, and analysis on productivity; quality, and customer-service standards;
  • Operations Audits to establish alignment of Operational standards and recommend improvements
  • Overall Communication

  • Provide timely feedback and Performance Management data to Monitoring Center Manager, Supervisors, Team Leads, and Video Surveillance Operators to correct and prevent further deviation from the standard processes.
  • Collaborate and recommend with the Training Specialist and Monitoring Center Manager to develop instructional materials for training courses and executing training plans;
  • Communicate process updates to the Monitoring Center
  • Ability to coach and train Monitoring Center staff effectively and efficiently
  • Ad Hoc

  • Perform other duties as assigned
  • Ability to provide support to operations
  • Ability to execute Team Lead & Supervisor roles as needed by Operations.
  • Qualifications :

  • Graduate of any 4- course Minimum of 1-year experience in a Quality Assurance role
  • Lean Six Sigma certification is an advantage
  • Good working knowledge of MS office software
  • Excellent computer skills
  • Highly detail-oriented to ensure that all work performed by staff is of the highest quality and meets all internal and external policy and procedural requirements
  • Excellent communication (oral and written) skills
  • Ability to manage priorities
  • Time management and organizational skills
  • Interpersonal skills, self-confidence, leadership capabilities
  • The ability to communicate in a clear, simple, constructive, and effective fashion
  • A customer-oriented approach
  • Good decision making and problem-solving skills in a changing environment
  • Proven ability to coach, train, and motivate to perform.
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