Quality Analyst - Retirement Services

Work Setup: Onsite (Cebu)

Function: Quality Excellence

Required Educational Attainment:

Finished at least 2 years in college without any back subjects

Required Experience:

• At least 1 year experience as a QA/Quality Analyst
• At least 2 years of experience in Retirement Services in a similar role

Responsibilities:

• Oversee transactions in accordance with established process guidelines.
• Deliver timely feedback based on specific events and regular intervals.
• Collaborate with the operations and training teams to pinpoint training requirements for agents and identify process-level challenges to enhance overall performance.
• Engage in team meetings and share insights on quality performance metrics within the process.
• Facilitate calibration sessions with input from the operations and training teams to ensure consistent adherence to process workflows.
• Introduce new team members to the process and clarify the role of the quality function within it.