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Quality Analyst

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Thomson Reuters

25d ago

  • Job
    Full-time
    Junior & Mid Level
  • Data
  • Manila

AI generated summary

  • You should have a Bachelor's degree, 1-4 years of experience, BPO experience preferred, strong communication, organizational skills, proficiency in MS Office, and be willing to work night shifts in Taguig City.
  • You will conduct quality evaluations and audits, analyze data for performance insights, host calibration sessions, provide feedback to collectors, and support team engagement activities.

Requirements

  • Candidate must possess at least a Bachelor's/College Degree, any field.
  • At least 1 year of working experience in the related field is required for this position. 1-4 years’ experience is preferred.
  • Work experience in a BPO industry is an advantage (Order to Cash, Customer Service and similar).
  • Excellent written and verbal communication skills.
  • Strong organizational skills and attention to detail.
  • Ability to manage multiple tasks and prioritize effectively.
  • A positive attitude and eagerness to learn.
  • Proficiency in Microsoft Office Suite.
  • Willingness to work on night shifts; or based on business needs.
  • Willingness to work in Taguig City, hybrid set-up.

Responsibilities

  • Complete daily to weekly quality evaluations based on set goals by the manager.
  • Perform weekly (or as per agreed frequency) audits across multiple teams and businesses.
  • Provide regular audit reports on quality assessments with basic analysis of identified deficiencies and opportunities.
  • Follow defined audit processes in conducting quality reviews.
  • Gather, analyze, and present data to help management understand team’s performance and opportunities to improve efficiency and reduce quality related errors.
  • Participate in and host calibration sessions with relevant stakeholders to ensure consistency on alignment on policies and process workflows.
  • Ensure to be up to date on all latest changes and/or enhancements in the processes of different business segments supported by the team.
  • Work on ad hoc duties and/or projects as requested by management or based on business needs.
  • Apply company policies and procedures to resolve issues.
  • Ensure compliance with industry regulatory requirements.
  • Provide feedback and coaching to collectors based on audits and findings in a timely manner.
  • Plan, organize, and execute various team engagement activities that promote team bonding and a positive work environment.

FAQs

What is the role of a Quality Analyst in the Operations Customer to Cash team?

The Quality Analyst is responsible for conducting quality evaluations, performing audits, providing audit reports, analyzing data, participating in calibration sessions, ensuring compliance with industry regulations, and offering feedback and coaching to team members.

What qualifications do I need to apply for this position?

Candidates must possess at least a Bachelor's degree in any field and have a minimum of 1 year of working experience in a related field, with 1-4 years preferred. Experience in the BPO industry, particularly in Order to Cash and Customer Service, is advantageous.

Are there specific skills required for the Quality Analyst position?

Yes, candidates should have excellent written and verbal communication skills, strong organizational skills, attention to detail, and proficiency in Microsoft Office Suite. The ability to manage multiple tasks and prioritize effectively is also essential.

Is prior experience in the BPO industry necessary?

While not strictly required, work experience in the BPO industry, specifically in areas like Order to Cash and Customer Service, is considered an advantage for applicants.

Will I need to work night shifts?

Yes, candidates should be willing to work night shifts or according to business needs.

Where is the job located, and is there an option for remote work?

The position is located in Taguig City, and it operates on a hybrid setup, requiring in-office attendance 2-3 days a week depending on the role.

What kind of benefits does the company offer?

The company offers a comprehensive benefits plan, flexible vacation options, mental health days off, work location flexibility, employee incentives, retirement savings, tuition reimbursement, and resources for mental, physical, and financial well-being.

What opportunities does the company provide for personal and professional growth?

The company provides access to LinkedIn Learning, an internal talent marketplace for project opportunities, networking events through Ten Thousand Coffees, and various employee-driven business resource groups.

How does Thomson Reuters approach diversity and inclusion?

Thomson Reuters values diversity of culture and thought and is committed to providing equal employment opportunities. The company has initiatives in place to ensure an inclusive work environment.

Is travel involved in this job?

The job may include travel for team engagement activities or events as required, but specific travel requirements would depend on business needs and individual projects.

Thomson Reuters

Entertainment & Media
Industry
10,001+
Employees
2008
Founded Year

Mission & Purpose

Thomson Reuters is the world’s leading provider of news and information-based tools to professionals. Our worldwide network of journalists and specialist editors keep customers up to speed on global developments, with a particular focus on legal, regulatory and tax changes. Our customers operate in complex arenas that move society forward — tax, law, compliance, government, media. In a disruptive digital age, we help professionals reinvent themselves. Thomson Reuters shares are listed on the Toronto and New York Stock Exchanges (symbol: TRI).