Quality Assurance Analyst

12 hours ago

Manila, National Capital Region, Philippines Monee Full time ₱900,000 - ₱1,200,000 per year

Job Description

  • Performs regular QA evaluation of Customer Service Ops agents' customer handling completed via Call, Live Chat, Email, Webform and Social Media
  • Performs regular scrubbing or tagging of Bad CSAT cases.
  • Participates or leads calibration or alignment session with the Quality Team, CS Ops Team Leads, Training Team and other Operations Support.
  • Champions process excellence by being proactive in raising issues and gaps for process alignment.
  • Consolidates QA evaluations for reports and analyses.
  • Checks and assess the validity of CS Ops disputes on QA evaluations.
  • Performs QA evaluation on cases completed by New Hires who are on Nesting phase of Process and Product Training.

Requirements

  • Bachelor's degree in Business Administration, Banking, Finance, or a related field.
  • At least 3 years of experience in Quality Assurance within Customer Service operations.
  • Preferably with experience conducting QA reviews or audits within a financial institution or regulated environment.
  • Proficiency in English with excellent written and verbal communication skills for clear reporting and feedback.
  • Must have a basic know-how in using Google applications, specifically Sheets and Slides
  • Meticulous attention to detail and strong analytical and problem-solving skills.
  • Effective time management and organizational skills, with the ability to meet tight deadlines.
  • Strong interpersonal skills and the ability to work both independently and as part of a cross-functional team.
  • Willingness to be assigned on-site in Ortigas, Mandaluyong City and/or Cubao, Gateway.

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