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    Quality Analyst

    Philippines. Metro Manila, Philippines

    Quality Analyst

    • 202406438
    • Philippines
    • Metro Manila, Philippines
    • Full time
    • Closing on: Nov 3 2024

    Description

    The Role

    • Review and audit transactions and/or calls for accuracy, completeness and adherence to policies and procedures and compliance rules and regulations 
    • Define, quantify and analyze causes of error. Analyze trends, recommend changes in the workflow, identify risks and problem areas, and recommend standards, policies, and procedures to improve performance
    • Identify any potential quality issues per defined process and escalate quality issues immediately to management
    • Responsible to provide feedback to Process Leads, and Operations Managers on trend analysis, monthly reporting, and associate progress. 
    • Participates in calibration sessions with the QA Manager and all evaluators
    • Conducts side by side monitoring, and performs coaching sessions with agents and/or leads
    • Completes tasks within the specific TAT, and achieve/exceed daily quality targets

    Qualifications

    The Requirements:

    • At least 5 years relevant professional experience in a large multinational, shared services environment
    • At least 3 years of Quality and Process Improvement experience
    • Has earned at least a Bachelor's/College Degree of any field
    • Has strong statistical, problem solving, and performance analysis skills
    • Ability to work effectively with cross functional teams
    • Strong communication and stakeholder management skills
    • Preferably with Insurance background

    WTW is an Equal Opportunity Employer

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    Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.

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