Quality Assurance Agent (SME/Financial Account Experience)

HGS Offshore Staffing Solutions; Taguig; Híbrido; PHP 446.000 - 893.000; Jornada completa

Descripción de la vacante

HGS Offshore Staffing Solutions seeks a Quality Assurance Coordinator to coordinate audit requests for assigned customer accounts and ensure inspectors have the right qualifications for audit assignments. This role also ensures audits are coordinated to client expectations and billing records are completed accurately after audits.

You will respond promptly to client and inspector inquiries, review audits for accuracy, and report on QA system performance to management, supporting ISO 9001:2023

Formación

• Prior experience in Quality Assurance and Fraud and Risk Management.
• Experience in Auto and/or Equipment Finance industry desired.
• Proficient in Microsoft Office and web navigation.
• Excellent verbal and written communication skills.
• Ability to work both independently and in teams.
• Maintain effective working relationships.
• Proficient in reading, writing, and speaking English.

Responsabilidades

• Receive and update inspection/audit requests from clients with accurate location information and inspector selection.
• Schedule qualified inspectors according to client timelines and profitability guidelines.
• Communicate promptly with inspectors, clients, and management regarding updates, questions, or issues, and collaborate to resolve problems.
• Coordinate certifications with Regional Managers to ensure inspectors understand account-specific procedures.
• Document and provide feedback on inspectors to improve quality.
• Review audit/inspection results for accuracy and approve them for client submission.
• Analyze audits/inspections for potential issues using Quality Assurance reports.
• Update Manager and Regional Managers on severe quality or potential exposures.
• Maintain audit/inspection lists for timely information transfer to clients.
• Collaborate with the manager, teammates, and clients for continuous process improvement.
• Serve as a back-up for team members to ensure timely completion of workload and mitigate client risk.
• Maintain accurate billing records for completed jobs.
• Ensure processes deliver intended outputs according to ISO 9001:2023 standards.
• Report on the performance of the Quality Management System and opportunities for improvement to top management.
• Promote customer focus throughout the organization.
• Maintain the integrity of the Quality Management System during planned changes.
• Report on the performance of the Information Security Management System (ISO 27001:2023), Occupational Health and Safety Management System (ISO 45001:2023), and Environmental Management System (ISO 14001:2023) to top management.
• Participate in and conform to the Environmental Management System requirements.

Conocimientos

Quality Assurance

Fraud & Risk

English proficiency

Interpersonal skills

Teamwork

Microsoft Office

Web navigation

Descripción del empleo

Summary:

The Quality Assurance coordinates audit requests for assigned customer accounts; ensures the assigned inspector has the appropriate skill set and qualifications for audit assignments; and ensures audits are coordinated effectively and according to each accounts'' expectations. They respond promptly to client and inspector inquiries, review and analyze audits for accuracy and integrity of information, and update the manager with critical information requiring further analysis. Additionally, they work to complete accurate billing records upon audit completion. All efforts aim to improve customer service, reduce costs, enhance audit quality, and maintain positive relations with customers and the inspector base.

Responsibilities:

• Receive and update inspection/audit requests from clients with accurate location information and inspector selection.

• Schedule qualified inspectors according to client timelines and profitability guidelines.

• Communicate promptly with inspectors, clients, and management regarding updates, questions, or issues, and collaborate to resolve problems.

• Coordinate certifications with Regional Managers to ensure inspectors understand account-specific procedures.

• Document and provide feedback on inspectors to improve quality.

• Review audit/inspection results for accuracy and approve them for client submission.

• Analyze audits/inspections for potential issues using Quality Assurance reports.

• Update Manager and Regional Managers on severe quality or potential exposures.

• Maintain audit/inspection lists for timely information transfer to clients.

• Collaborate with the manager, teammates, and clients for continuous process improvement.

• Serve as a back-up for team members to ensure timely completion of workload and mitigate client risk.

• Maintain accurate billing records for completed jobs.

• Ensure processes deliver intended outputs according to ISO 9001:2023 standards.

• Report on the performance of the Quality Management System and opportunities for improvement to top management.

• Promote customer focus throughout the organization.

• Maintain the integrity of the Quality Management System during planned changes.

• Report on the performance of the Information Security Management System (ISO 27001:2023), Occupational Health and Safety Management System (ISO 45001:2023), and Environmental Management System (ISO 14001:2023) to top management.

• Participate in and conform to the Environmental Management System requirements.

Qualifications:

• Prior experience in Quality Assurance and Fraud and Risk Management.

• Strong interpersonal skills and ability to work effectively in a team.

• Experience in Auto and/or Equipment Finance industry desired.

• Proficient in Microsoft Office and web navigation.

• Proactive, organized, detail-oriented, and highly motivated team player.

• Excellent verbal and written communication skills.

• Ability to work both independently and in teams.

• Maintain effective working relationships.

• Proficient in reading, writing, and speaking English.