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Quality Assurance Analyst

3 months ago

Manila, National Capital Region, Philippines CEVA IT SHARED SERVICE Full time

YOUR ROLE

Working in a Global team within the ITSSC & responsible for assessing the quality of the performance of engineers/analyst who deal with internal and external customers. Conducts quality audit of tickets based on SLAS & KPI defined criteria.

Developing, creating and implementing service quality, processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience. Consults with the leadership team/management team to resolve quality, process, and efficiency issues. Closely monitor team performance to enable operational efficiency.

WHAT ARE YOU GOING TO DO?

Build and continually enhance quality assessment formsEnsure compliance to quality standards and procedureConduct end-to-end monitoring and feedback - reinforcing positive agent behaviours that will result to customer satisfaction, and reforming those that result to negative customer experience.Review, analyse and provide factual feedback based on incidents that are for investigationAssess how interactions are handled, and identify the areas that need improvementMaintains documentation including procedures (SOPs) and training materialsProvide accurate and impartial judgement on all transaction evaluationsReporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.Facilitate QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to OperationsParticipate in process improvement designs related to quality, technology (tools), agent-customer interaction flows, etc WHAT ARE WE LOOKING FOR? Bachelors Degree5+ years of relevant working experience in quality assurance and customer experienceExperience working in a customer-centric environmentKnowledge of tools, concepts and methodologies of QASolid coaching experienceAbility to work in a collaborative and multi-disciplinary environmentAdaptable to changes in the working environment, and can complete multiple tasks efficientlySelf-starter, flexible and able to prioritize work properly WHAT DO WE HAVE TO OFFER? Competitive basic salaryHMO w/ 2 free dependents from day 1 of hiring20 annual leaves + bereavement leave + wedding leaveHybrid set up w/ 3 days a week onsite and 2 days WFH. This will depend on the business needs and agreement with the manager.Annual Performance Reviews w/ a chance of a salary alignment.Annual Company Performance BonusRetention Bonus (similar to a signing bonus)Retirement Fund ABOUT TOMORROW

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