GBSC - Quality Specialist II
Crawford & Company
Iloilo City, PH
2d ago

Job Scope

A. Quality Assurance, Quality Control and Continuous Improvement

  • The Quality Specialist (Level 2) is responsible for reviewing, confirming, and reporting compliance with process or procedural requirements, Quality certifications, and delivery methodology in accordance to company standards.
  • Leads and develops the design of monitoring formats and tool to measure quality effectiveness.
  • Utilizes available tools to track and maintain consistent quality audit review results
  • Develops statistical reports based upon the audited data and transactions
  • Identifies opportunities to improve department efficiencies based on quality statistics
  • Works closely with internal clients and stakeholders to implement system improvements and controls
  • Maintains consistency with regard to department standards and procedures
  • Ensures strict adherence to compliance and procedural guidelines
  • Reviews combination of simple and complex processes and ensures quality standards are met
  • Researches suggestions forwarded by staff and keeps items confidential as needed
  • Facilitates and coordinates calibration sessions for staff
  • Review the work of others and work collaboratively with team members through ongoing feedback and coaching to ensure that work meets internal and external quality standards
  • Reviews all process that require extensive or acquired experience in Information Technology (IT) or nursing process documentation, and ensures quality standards are met (certification required US Registered Nurse, IT, CPA, etc.)
  • Prepares monthly / quarterly business review for management team and stakeholders, and analyzes data for process improvement.
  • B. Business Process Support

  • Informs immediate superior regarding problems and other matters beyond limits of authority
  • Participates in special projects and performs other duties deemed necessary given by immediate superior
  • Functional Knowledge

  • Bachelor’s degree in any related course
  • At least 3-5 years of quality assurance experience in the BPO / Shared Services Industry.
  • Technical skills

  • Proficient in data entry, word processing, and spreadsheet applications
  • Effective communication skills, both in visual and written
  • Knowledge of tools, concepts, and methodologies of Quality Assurance and Control, Continuous Improvement
  • Basic knowledge on VBA or Macro Programming, Microsoft Visio, and Process Mapping skills
  • Understanding of statistics and databases
  • Critical Thinking - Ability to analyze information objectively to form judgement (data driven conclusions)
  • Six Sigma certification / training is preferred
  • Keen attention to details
  • Ability to multi-task, prioritize and manage time effectively
  • Interpersonal skills - Able to work independently and as a team member
  • Maintains high degree of professionalism and confidentiality
  • Keen attention to details
  • Ability to multi-task, prioritize and manage time effectively
  • Demonstrates excellent work ethics and focus on work, tasks, priorities and improving the Quality of the process
  • Interpersonal skills - Able to work independently and as a team member
  • Maintains high degree of professionalism and confidentiality
  • Makes decisions regarding the depth of testing required based on previous / common errors
  • Make decision if a client statement should be sent out or not
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