Job Title: Quality Analyst Team Lead
Location: PhilippinesRole Type: Full time - HybridJob Description: We are seeking an experienced Quality Analyst Team Lead to lead and establish a comprehensive quality audit program for our hybrid BPO operations. This role will focus on designing, implementing, and managing quality controls for both back-office and voice processes, including a mix of inbound and outbound calling. The Quality Manager will ensure all client operations meet service level agreements (SLAs) and continuously improve through targeted feedback and calibration. Key Responsibilities: 1.
Understand Current Operations: Responsibility:
- Collaborate with Operations Managers and Team Leaders to gain an in-depth understanding of the existing hybrid processes (Back Office + Voice).
- Analyze the current workflows, identify gaps, and define key quality metrics based on client needs. Deliverable:
- Operations Mapping Report: A detailed report that maps out the entire client operations teams, workflow of current client operations, identifying key CSAT levers, current gaps, and areas for improvement.
- Quality Metrics Documentation: A documented list of initial KPIs, quality benchmarks, and key quality metrics to be implemented for performance measurement.
2. Design Quality Parameters & Audit Program: Responsibility:
- Develop a comprehensive quality audit framework, including call and transaction sampling methodologies.
- Establish key performance indicators (KPIs) and quality parameters for assessing front-line agents’ performance.
- Create standardized audit sheets to measure call quality and back-office task performance. Deliverable:
- Quality Audit Framework: A fully documented audit process, including KPIs, quality parameters, and methodologies for sampling calls and transactions.
- Audit Sheets/Forms: Custom audit sheets/forms for voice (inbound and outbound) and back-office processes, designed to capture critical quality data points.
3. Quality Control Implementation: Responsibility:
- Implement a daily call and transaction sampling mechanism to review and assess agent performance.
- Design and oversee the development of quality audit dashboards for real-time monitoring. Deliverable:
- Daily Sampling Program: A defined mechanism that specifies how calls and transactions will be sampled and assessed each day.
- Quality Dashboards: An interactive, real-time quality monitoring dashboard for key stakeholders, showcasing agent performance metrics across both voice and back-office processes.
4. Training Program for Quality Auditors: Responsibility:
- Develop and execute a comprehensive training program for Quality Auditors, covering audit techniques, tools, and reporting standards.
- Ensure auditors understand both voice and back-office auditing processes. Deliverable:
- Training Materials & Program: Comprehensive training manuals and workshops designed to upskill auditors on quality audit processes for both call center (voice) and back-office operations.
- Training Completion Report: A documented list of auditors who have successfully completed the training, along with an assessment of their competencies post-training.
5. Establish Control Processes: Responsibility:
- Implement control processes to ensure consistent quality monitoring across teams.
- Develop feedback mechanisms to drive ongoing process improvement based on quality audits and performance trends.
- Facilitate calibration sessions between Quality Auditors, Team Leaders, and Operations Managers. Deliverable:
- Quality Control SOPs: A set of standardized operating procedures (SOPs) for ensuring quality audits are performed consistently and accurately across all teams.
- Feedback Loop System: A structured process for delivering feedback to agents and managers, based on audit results.
- Calibration Reports: Documentation of calibration sessions held with detailed notes on alignment of quality standards.
6. Continuous Improvement & Feedback: Responsibility:
- Provide detailed feedback to Operations and Training teams to address performance gaps.
- Lead regular calibration sessions to align quality standards across the organization.
- Suggest and implement continuous process improvements to ensure SLAs are met or exceeded. Deliverable:
- Improvement Plan: A continuous improvement plan that outlines areas for development and specific actions to resolve quality issues and meet SLAs.
- Calibration Logs: A detailed log of all calibration sessions, highlighting feedback provided and changes made to align quality standards.
- Process Improvement Report: A regular report outlining the impact of process changes, with an emphasis on SLA performance and overall quality improvements.
7. Review and Implement Best Practices: Responsibility:
- Conduct industry research to ensure the latest quality management tools, methodologies, and best practices are adopted for hybrid contact centers.
- Leverage quality monitoring software for automation and increased efficiency. Deliverable:
- Best Practices Document: A comprehensive document that outlines the latest industry standards, tools, and quality assurance methodologies to be integrated into the BPO's quality management framework.
- Software Integration Proposal: A proposal detailing any software tools or automation solutions that should be implemented to enhance the quality control processes.
8. Reporting & Documentation: Responsibility:
- Create comprehensive reports and presentations on quality performance, audit results, and process improvement recommendations.
- Document all processes, tools, and methodologies for long-term sustainability of the quality program. Deliverable:
- Monthly Quality Reports: A detailed monthly report summarizing audit findings, agent performance, quality scores, and actionable recommendations for improvement.
- Final Quality Program Documentation: A complete document covering all established processes, KPIs, training materials, audit forms, and control measures for ongoing use by the organization.
Required Skills & Qualifications:
- Bachelor’s degree or higher in business management, operations, or related field.
- Minimum 5+ years of experience in Quality Management, preferably in Healthcare BPO or contact center operations.
- Strong understanding of hybrid processes (voice and back office).
- Expertise in designing quality frameworks and audit programs.
- Proven experience in training and developing quality audit teams.
- Familiarity with the latest quality management tools and software.
- Excellent problem-solving, communication, and organizational skills.
- Experience with industry-leading tools for call monitoring and back-office QC.
