Escalations Quality Analyst

3 weeks ago

Manila, Philippines Monee Full time
Escalations Quality Analyst - SeaMoney Credit

Monee Manila, National Capital Region, Philippines

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Join to apply for the Escalations Quality Analyst - SeaMoney Credit role at Monee

Escalations Quality Analyst - SeaMoney Credit

Monee Manila, National Capital Region, Philippines

1 week ago Be among the first 25 applicants

Join to apply for the Escalations Quality Analyst - SeaMoney Credit role at Monee

  • Monitor and prioritize escalated customer complaints, product defects, or service issues.
  • Analyze patterns in escalated issues to detect recurring problems or areas for improvement.
  • Provide feedback to development or product teams regarding quality issues or improvements needed based on escalated cases.
  • Audit cases for high-impact customer issues and conduct RCA for complaints.
  • Facilitate QA calibrations and QA coachings.
  • Assist in creating and refining internal escalation procedures, ensuring clarity and efficiency
  • Regular submission of weekly and end-of-month reporting, and incident report documentation.
  • Ensure that all escalations are appropriately managed to minimize any long-term damage.
  • Perform adhoc tasks.
Job Description
  • Monitor and prioritize escalated customer complaints, product defects, or service issues.
  • Analyze patterns in escalated issues to detect recurring problems or areas for improvement.
  • Provide feedback to development or product teams regarding quality issues or improvements needed based on escalated cases.
  • Audit cases for high-impact customer issues and conduct RCA for complaints.
  • Facilitate QA calibrations and QA coachings.
  • Assist in creating and refining internal escalation procedures, ensuring clarity and efficiency
  • Regular submission of weekly and end-of-month reporting, and incident report documentation.
  • Ensure that all escalations are appropriately managed to minimize any long-term damage.
  • Perform adhoc tasks.
Requirements
  • Proactive and detail-focused individual with proven problem-solving, process improvement, and multitasking skills.
  • A strong team player who works well with minimal supervision.
  • A strong QA and market research background is a plus.
Seniority level
  • Seniority level Entry level
Employment type
  • Employment type Full-time
Job function
  • Job function Quality Assurance

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