NOC Quality Assurance Analyst

7 days ago


Cebu City, Central Visayas, 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 Analyst

    7 days 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...

  • NOC Analyst

    6 days 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...

  • NOC Analyst

    2 weeks ago


    Cebu City, Central Visayas, Philippines Dynata Full time $40,000 - $60,000 per year

    POSITION SUMMARYESSENTIAL DUTIES AND RESPONSIBILITIESProvide 24-hour Network, Application and Infrastructure Health surveillance and alarm reporting utilizing multiple monitoring and surveillance software. Monitor service desk requests and coordinate support with IT infrastructure teams. Perform standardized maintenance and administrative functions related...


  • Cebu City, Central Visayas, Philippines Jollibee Group Full time

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


  • Cebu City, Central Visayas, Philippines NutriAsia Full time

    OverviewSumali o mag-sign in para mahanap ang susunod mong trabahoSumali para mag-apply sa Quality Assurance Analyst na role sa NutriAsiaGamitin ang AI para i-assess kung bagay kaMakakuha ng AI-powered na payo sa trabahong ito at marami pang eksklusibong feature.Mag-sign in para i-access ang mga AI-powered na payoMag-sign in para i-evaluate ang mga kakayahan...


  • Cebu City, Central Visayas, Philippines IntouchCX Full time

    OverviewJoin to apply for the Quality Assurance Analyst role at IntouchCX.IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a...


  • Cebu City, Central Visayas, Philippines CallTek Full time

    OverviewThe 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 tests...


  • Cebu City, Central Visayas, Philippines Staff4Me Full time $60,000 - $80,000 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...


  • Cebu City, Central Visayas, Philippines XtendOps Full time $40,000 - $60,000 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...


  • Cebu City, Central Visayas, Philippines Staff4Me Full time

    OverviewThe 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...