QA Analyst

2 weeks ago


Taguig, National Capital Region, Philippines Sun Life Full time

Job Purpose: The position is responsible for assessing the produced output versus expected standards or quality assessment of the following Client Care services:

  • Inbound and outbound calls
  • Sun Link and We Care emails including fulfilment.
  • Lazada Fintech and other non-core activities assigned to SL Temps
  • Social media

Major Accountabilities:

Perform quality assessment of inbound and outbound calls, emails received via Sun Link and We Care including the fulfillment activities, social media, Lazada Fintech and other non-core activities assigned to SL Temps.

Facilitate regular calibration sessions with Client Care business unit.

Prepares Error-dispute tracker and monitors resolution of issues/findings.

Prepares monthly QA report and presents the results to Client Care Head and People Managers.

Creates monthly Capacity Plan for Client Care-Quality Management team.

Updates Client Care Quality playbook

Prepares and submits management report.

Problem solving

1. Can analyse factors or causes contributing to the unwanted situation.

2. Can generate a set of alternative interventions to achieve end goal.

3. Knows how to evaluate the best solutions.

4. Able to implement action plans.

5. Can assess the effectiveness of interventions.

Communication scope

  • Has the ability to build rapport- is good at developing a sense of harmony between Quality Management and partner business units.
  • Has persuasion and influencing skills - if the group is to come to a shared decision, for example, several members may need to be persuaded of the merits of a particular course of action.
  • Feedback Skills

able to receive feedback gracefully, and then act on it calmly. Giving and receiving feedback well is essential in any team-working situation.

being able to give clear and effective feedback to others is vital to keep the group process running effectively.

Conflict resolution- able to recognize that there may be situations when you need to deal with difficult people or situations, or even resolve a conflict.

Education and Experience

  • Minimum Typical Education: Graduate of any 4-year course
  • Minimum Typical Experience: Preferably with at least two (2) years work experience on Quality Assurance.

Sun Life in the Philippines offers a diverse range of insurance, wealth, and asset management solutions to help every Filipino in their journey towards a brighter life.

As the country's first and longest-standing life insurer, we provide:

Financial planning and guidance

Life insurance products for every life stage

Investment products for individuals, families, and companies

Health-focused products with an innovative wellness community

Exceptional client-servicing

Sun Life in the Philippines offers a diverse range of insurance, wealth, and asset management solutions to help every Filipino in their journey towards a brighter life.

As the country's first and longest-standing life insurer, we provide:

Financial planning and guidance

Life insurance products for every life stage

Investment products for individuals, families, and companies

Health-focused products with an innovative wellness community

Don't provide your bank or credit card details when applying for jobs.

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