NOC Quality Assurance Analyst

3 weeks ago

Cebu City, Philippines Staff4Me Full time
Quality Assurance Analyst (QA) Job Description

The Quality Assurance Analyst (QA) is responsible for assessing the performance quality of our NOC associates who interact with our existing and potential customers. The QA will monitor inbound and outbound calls, cases, dispatches, and email responses to evaluate associate demeanor, technical accuracy, customer service performance, and compliance with company policies and procedures. This individual will also assist in developing, creating, and implementing NOC quality processes and procedures, as well as recommending enhancements to training materials to improve the overall customer experience at SageNet.

Key Responsibilities
  1. Perform quality reviews and audits of cases, dispatches, and calls within the NOC.
  2. Participate in designing call monitoring formats and establishing quality standards.
  3. Provide trend data to management based on audits and quality monitoring.
  4. Conduct work studies with associates to identify process gaps.
  5. Assist with user acceptance testing (UAT) for new tools and processes.
  6. Track performance metrics at both team and individual levels within the NOC.
  7. Monitor NOC email responses for quality.
  8. Participate in customer and client listening programs to identify needs and expectations.
  9. Provide actionable data to internal support groups as needed.
  10. Coordinate and facilitate call calibration sessions for NOC staff.
  11. Offer feedback to NOC supervisors and managers.
  12. Prepare and analyze internal and external quality reports for management review.
  13. Set up tests to identify and correct program errors.
  14. Develop procedural documentation for internal use.
  15. Maintain records of design changes, fixes, and maintenance issues.
Qualifications
  • Minimum of 2 years of experience in a NOC environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to customer care.
  • Self-motivated and proactive attitude.
  • Focus on quality and customer satisfaction.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Ability to interact effectively at all organizational levels.
  • Ability to multitask and thrive in a fast-paced, team-oriented environment.
  • Adaptability to change and ability to adjust priorities.
  • Proficiency in MS Office and database software.
  • QA experience is a plus.
#J-18808-Ljbffr

  • NOC Quality Assurance Analyst

    4 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Quality Assurance Analyst (QA) Job DescriptionThe Quality Assurance Analyst (QA) is responsible for assessing the performance quality of our NOC associates who interact with our existing and potential customers. The QA will monitor inbound and outbound calls, cases, dispatches, and email responses to evaluate associate demeanor, technical accuracy, customer...

  • NOC Quality Assurance Analyst

    3 weeks ago

    Cebu City, Philippines CallTek Full time

    Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our NOC associates that deal with our existing and potential customer. The QA will monitor inbound and outbound calls, cases, dispatches and email responses to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company...

  • NOC Analyst

    3 weeks ago

    Cebu City, Philippines Dynata Full time

    NOC Analyst page is loaded## NOC Analystremote type: Hybrid (in-office / remote mix)locations: Philippines (Cebu)time type: Full timeposted on: Posted Todayjob requisition id: REQ12547### POSITION SUMMARYNOC Analyst will provide day-to-day network, application, infrastructure monitoring as well as support escalations. This includes front line...

  • NOC Analyst

    6 days ago

    Cebu City, Central Visayas, Philippines Dynata Full time ₱250,000 - ₱500,000 per year

    Position SummaryNOC Analyst will provide day-to-day network, application, infrastructure monitoring as well as support escalations. This includes front line support and coordinating with Senior NOC Analysts and other levels. This interaction can range from opening/closing tickets, escalating to management/admins via phone/email and sending notices to...

  • NOC Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines Dynata Full time $70,000 - $120,000 per year

    POSITION SUMMARYNOC Analyst will provide day-to-day network, application, infrastructure monitoring as well as support escalations. This includes front line support and coordinating with Senior NOC Analysts and other levels.  This interaction can range from opening/closing tickets, escalating to management/admins via phone/email and sending notices to...

  • Quality Assurance Analyst

    3 weeks ago

    Cebu City, Philippines Jollibee Group Full time

    Overview Quality Assurance Analyst role at Jollibee Group . Zenith Foods Corporation, the hiring entity, is a wholly owned subsidiary of Jollibee Foods Corporation. Responsibilities Ensuring that the goods produced adhere to established quality standards. Observing and checking raw materials used or finished goods produced for visible defects; performing...

  • Quality Assurance Analyst

    3 weeks ago

    Cebu City, Philippines CallTek Full time

    Overview CallTek Cebu, Central Visayas, Philippines The Quality Assurance Analyst is responsible for ensuring that products and services meet the established standards of quality, including reliability, usability, and performance. The role involves designing and implementing tests, debugging, and defining corrective actions. The QA Analyst will play a vital...

  • Quality Assurance Analyst

    3 weeks ago

    Cebu City, Philippines CallTek Full time

    Overview The Quality Assurance Analyst is responsible for ensuring that products and services meet established quality standards, including reliability, usability, and performance. The role involves designing and implementing tests, debugging, and defining corrective actions. The QA Analyst will play a vital role in the development process by conducting...

  • Quality Assurance Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time ₱350,000 - ₱700,000 per year

    The Quality Assurance Analyst is responsible for ensuring that products and services meet the established standards of quality, including reliability, usability, and performance. The role involves designing and implementing tests, debugging, and defining corrective actions. The QA Analyst will play a vital role in the development process by conducting tests...

  • Quality Assurance Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines XtendOps Full time ₱900,000 - ₱1,200,000 per year

    Position OverviewThe Quality Assurance (QA) Analyst Specialist plays a key role in ensuring that all client interactions and case intakes handled by the Legal Intake team meet the highest standards of accuracy, professionalism, and compliance. This role is responsible for monitoring calls, reviewing case documentation, and evaluating agent performance to...