Quality Assurance

3 weeks ago

Manila, National Capital Region, Philippines Klaiya Full time
Overview

Join to apply for the Quality Assurance (QA) Analyst - Ecommerce role at Klaiya.

Job Purpose

The QA Analyst is responsible for reviewing, monitoring, and evaluating the implementation of internal processes and operational standards. This role ensures that Standard Operating Procedures (SOPs), workflows, and live operations (e.g., live sessions or client-facing activities) are consistently followed and aligned with company guidelines and quality benchmarks.

Key Responsibilities
  • Audit and review existing Standard Operating Procedures (SOPs) for clarity, accuracy, and proper application across departments.
  • Monitor and evaluate workflow efficiency to ensure that internal processes support quality and productivity goals.
  • Observe live sessions (e.g., live selling, customer service, internal training) to check adherence to established protocols and brand standards.
  • Identify compliance gaps, process deviations, or improvement opportunities and report findings with actionable recommendations.
  • Work closely with department heads and team leads to implement quality improvements and reinforce best practices.
  • Document findings and maintain QA logs, scorecards, and evaluation reports.
  • Participate in regular calibration sessions with other training and operation leaders to ensure consistency in evaluation and scoring.
  • Assist in the creation or revision of QA tools, including checklists, rubrics, and SOP templates.
  • Provide feedback and training support to frontline and back-office teams based on quality reviews.
  • Stay updated with industry trends and apply relevant quality assurance practices and standards.
  • Build, improve, and/or utilize data tools to streamline quality data consolidation and analysis.
  • Support leadership with real-time insights through scheduled and ad hoc reports, ensuring decisions are backed by accurate, up-to-date information.
Qualifications
  • Bachelor's degree in Business, Operations, Quality Management, or a related field
  • 1–3 years of experience in a QA, process audit, or compliance role
  • Strong analytical and observation skills
  • Excellent written and verbal communication skills
  • Familiarity with documentation tools and QA evaluation frameworks
  • Experience in process-driven industries (e.g., BPO, e-commerce, customer service) is an advantage for KPI tracking, dashboard creation, and reporting
  • Ability to work independently and manage multiple evaluations concurrently
  • Experience in KPI tracking, dashboard creation, or business reporting tools (e.g., Google Data Studio, Power BI, or similar)
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