Quality Insights Specialist

Department:
Talent Team

Location:
Philippines

Compensation:
₱25,000 - ₱30,000 / month

Description
About Magic
Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.

Background
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

Why does this role exist?
The Quality Insight (core) department is a small team that helps operations measure and quantify their goals into metrics. Quality Analysts are essential in generating metrics for operations that help define their performance and areas of improvements, both for individual Magicians as well as the teams they work in. They review requests and work, flag errors, and course correct as necessary to ensure that operations are able to work in the correct direction and fulfill the needs of Magic's clients.

The Impact you'll make

• Quality Assessment
• Assess tasks for overall quality and flag errors (both internal and external) per individual. This covers messages and output sent between magicians and clients as well as internal tasks involving information management, used strategies, and other Magic SOPs. This generates quality metrics for operations.
• Ensure there is little to no backlog.
• Fulfillment Assessment
• Read through the requests and define if Magic was able to fulfill the client's needs. This generates fulfillment metrics for operations.
• Ensure there is little to no backlog.
• Task Review
• Assign request verticals and other necessary information to help classify and quantify the requests.
• While requests are open, review if the request is headed in the right direction and course correct to help operations pivot if needed. This provides an extra set of eyes on operations' work to further help fulfill the client's requests
• Development, Refining, and Coordination of Magic's Quality Initiative
• Assist in the creation or redefinition of quality initiative in line with any goals operations has or may have.
• Coordinate with operations team leads regarding recurring issues, questions, and areas for improvement.

Measure of Success

• Flag crosschecking (internal and external) and course corrections
• Fulfillment crosschecking and disputes
• Grading speed and backlog
• Team coordination and self reporting

Required Exeperience

• Has knowledge of or able to quickly pick up how to use Magic's internal platform
• Has a good understanding of the current flag system being used in addition to Magic and B2B SOPs or is able to quickly pick up the flag system and Magic and B2B SOPs.
• WFH Set-Up:
• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
• Internet speed of at least 40MBPS
• Headset with an extended mic that has noise cancellation and a webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home

Your superpowers are...

• Attention to detail and the ability to spot even minor errors
• Good information retention, especially several SOPs (both for specific clients and Magic general SOPs) and for reading requests that can span several days or weeks
• Adaptability to changing SOPs

You should apply if...

• You love reading. There will be a lot of reading
• You have an eye for detail and can spot inefficiencies in a task
• You are adaptable and retain information well
• You want another avenue to provide learning opportunities to your fellow magicians
• You want to be part of Magic's Quality Initiative

Benefits
What to expect...

• Work-from-home setup
  : Fully remote position with flexibility to work from your preferred location
• Working hours
  : Monday - Friday (Flexible clock in times)
• Salary range
  : Php 25, ,000 / per month