Quality Assurance Analyst

4 weeks ago

Taguig, Philippines Tata Consultancy Services Full time

Responsibilities

  • Conduct quality evaluations for customer support interactions and/or internal investigations
  • Deliver concise, comprehensive, and actionable insights following a structured format to enable continuous improvement across the business
  • Participate in calibration sessions, sharing your evaluation decisions and reasoning with the team to ensure consistency
  • Facilitate calibration sessions with Operational Leadership
  • Monitor and report on compliance, policy and regulatory adherence
  • Collaborate effectively with teammates to achieve shared goals
  • Assist in establishing, enhancing, and maintaining aspects of the Quality Management program

You have:

  • 2+ years experience in a quality management/assurance role, auditing calls
  • Familiarity with project management tools (Notion, Asana, Confluence)
  • Strong individual and group project management skills
  • Investigative skills and familiarity with navigating standard operating procedures and database tools
  • Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing performance and trends
  • Strong analytical and problem-solving skills, with a successful track record of implementing processes that scale
  • Self-motivated/directed
  • Experienced working with technical and non-technical team members.
  • Strong problem-solving aptitude, enabling you to systematically approach common and uncommon issues using established quality practices to deliver effective solutions
  • Strong attention to detail, enabling you to meticulously follow workflows and pinpoint disparities between documented guidance and agent behavior during interactions
  • Results-driven mindset with the ability to work efficiently and accurately within tight deadlines
  • Adaptability to meet the evolving needs of the team and business partners
  • Innovative thinking that encourages pioneering approaches and impactful contributions that advance the program and support individual, team, and channel growth
  • Demonstrated accountability for your work and an unwavering commitment to maintaining exceptional standards of accuracy and performance, even in the face of ambiguity

Even Better:

  • 1+ years of experience working in fintech
  • 1+ years experience in a project management role
  • 1+ years of experience working in a risk role
  • 1+ years of experience in a customer experience role
  • 1+ years of experience in a complaints and/or escalations management role
  • COPC and/or CAMS certification
  • Experience with utilizing and/or writing SQL Queries and Snowflake
  • Experience developing and managing formula-driven Excel/Google Sheets
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting
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