Operational Quality Assurance Specialist
1 month ago
Key Responsibilities
As an Operational Quality Assurance Specialist at Gratitude Philippines, you will be working closely with Quality leaders to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and workflow. Your role will be to support every aspect of internal audit quality from audit planning, implementation, feedback, and re-audit as required. You will be responsible for completing all audits in the required timeframe and providing timely and usable feedback to agents to drive improved performance. Additionally, you will collaborate with relevant Team Lead and Quality Lead for performance enhancement of the team, proactively identifying areas of the policies/operational guidelines requiring training and working with training partners to ensure gaps are filled within a given timeframe. You will also become and remain knowledgeable about the Client's products and community standards, ensuring awareness and understanding of Content Policy and operational guideline updates. Furthermore, you will mentor new Quality Analysts on the use of audit tools and systems, and develop process documentation and aggregates feedback about the functionality of audit tools.
Requirements
- At least 2 years or more of QA experience.
- College graduate or undergraduate of any Accounting or Business related course is preferred.
- Experience in Finance and/or Accounting is preferred.
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