Quality Assurance

2 weeks ago

Taguig, National Capital Region, Philippines 3a8fd3b1-6185-4a99-8196-f5dc75e745c0 Full time ₱1,200,000 - ₱2,400,000 per year
  • 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:

· 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:

· years of experience working in fintech

· years experience in a project management role

· years of experience working in a risk role

· years of experience in a customer experience role

· 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

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