Quality Assurance Analyst

3 weeks ago

Quezon City, Philippines Probe CX Full time

Probe CX, Quezon City, National Capital Region, Philippines Job Description Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the overall quality of banking services, mitigate risks, and maintain regulatory compliance. The role contributes to enhancing customer satisfaction, getting work right the first time, and promoting a culture of continuous improvement within the program. The quality analyst is also expected to make recommendations for enhancements to training and processes as needed. Qualifications And Key Competencies At least 6 months experience in phone, email, and live chat support; experience in banking or similar industry preferred. Good problem‑solving and critical‑thinking skills with a focus on issue resolution and customer satisfaction. Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders. Resourceful, able to multitask and with high attention to detail. Self‑motivated and able to work independently as well as contribute to cross‑functional and global teams. Able to constructively challenge, consult and advise while maintaining excellent relationships across a broad range of stakeholders. Flexible and able to quickly adjust to frequent process and information changes. Capable of working under pressure and tight deadlines. Proficient in MS/Google suite applications (Excel, PowerPoint, Word, etc.). Duties And Responsibilities Listen and rate conversations held between team members and customers against quality standards. Analyze observations and provide effective feedback to team members and managers on performance. Act as the point of contact and subject‑matter expert for specific campaigns, liaising with department heads and clients to ensure quality aligns with training and operations. Ensure that identified opportunities are remediated and closed out in a timely manner. Ensure all reviews are cleared daily. Raise any required incidents accordingly. Conduct root‑cause analysis and provide insights. Seniority Level Entry Level Employment Type Full‑time Job Function Quality Assurance Industries: Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at Probe CX by 2x. Get notified about new Quality Assurance Analyst jobs in Quezon City, National Capital Region, Philippines . #J-18808-Ljbffr

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