Quality Assurance Associate

Peak Outsourcing, Inc.; Dumaguete; On-site; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Collaborative work environment

Job summary

Peak Outsourcing, Inc. is seeking a QA Associate to systematically review customer interactions and apply QA standards using approved scorecards. The role aims to improve customer experience and reduce business risk through process improvements and policy adherence.

You will monitor voice and non-voice interactions, provide timely feedback, and collaborate with operations leadership to drive standardization and continuous quality enhancements across teams.

Qualifications

• Experience in quality assurance monitoring and feedback.
• Ability to identify trends in data and performance.
• Strong communication and cross-functional collaboration.

Responsibilities

• Monitor and evaluate voice/non voice transactions.
• Perform live or remote monitoring.
• Provide quality performance feedback to operators and superiors.
• Roll out quality updates to operations.
• Work with operations leadership to disseminate improvements.
• Participate in calibration sessions to review scoring.
• Create and implement quality guidelines for standardization.
• Support operations in staffing issues as needed.
• Conduct quality root cause analyses.
• Coordinate with departments for process improvements.
• Provide tracking and reporting of QA metrics.
• Prepare reports for performance analysis.

Skills

Quality Assurance

Communication

Data Analysis

Feedback Delivery

Time Management

Multitasking

Calibration Leadership

Organizational Skills

Professional Presentation

Job description

The Quality Assurance (QA) Associate will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. The aim of this role is to ensure that quality assurance is applied in an independent, objective and neutral manner. The goal is to improve the customer experience, and overall quality of the operators' interactions with the visitors. The QA analyst also plays a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes and adherence to corporate policies and procedures.

Role and Responsibilities

• Monitor and evaluate voice/non voice transactions
• Perform live or remote monitoring
• Provide quality performance feedback to the operators and their immediate superiors.
• Roll out quality related updates to operations
• Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
• Participate in a calibration session to review performance and consistency of scoring.
• Create and implement quality guideline for standardization
• Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members
• Quality root cause analysis
• Coordinate with other departments for process implementations/improvements
• Provide tracking and reporting of Quality Assurance metrics.
• Report creation and preparation for performance analysis

Preferred Skills

• Excellent oral, written and interpersonal communication skill
• Experience persuading audience and front-line employees to support new initiatives
• Excellent ability to identify and analyze data for trend
• Experience in providing performance feedback
• Excellent time management
• Ability to multitask and perform in constantly changing environment
• Experience managing and driving team calibration to QA requirements
• Strong organizational, planning, prioritization skills
• Capacity to present oneself professionally in public

Peak Outsourcing Offers:

• Great Pay - Competitive salary and benefits package.
• Great Jobs - Opportunities for career growth and development.
• Great Culture - A supportive and collaborative work environment and colleagues.