Quality Assurance Associate

Peak Outsourcing, Inc.; Makati; On-site; PHP 240,000 - 320,000; Full time

Benefits offered by this job

Great Pay

Great Jobs

Great Culture

Job summary

Peak Outsourcing, Inc. is seeking a QA Associate to systematically review customer interactions and apply established quality standards to scorecards, ensuring independent, objective quality control.

The role aims to improve customer experience and reduce business risk through continuous process improvements. You will monitor voice and non-voice transactions, provide actionable feedback to operators and supervisors, roll out QA updates, and partner with operations leadership to drive

Qualifications

• Review customer interactions against quality scorecards.
• Monitor voice and non-voice transactions.
• Provide performance feedback to operators and supervisors.
• Roll out quality updates to operations.
• Collaborate with operations leadership to drive improvements.
• Participate in calibration to ensure scoring consistency.
• Create quality guidelines for standardization.
• Support operations during staffing issues.
• Quality root cause analysis.
• Coordinate with other departments for process improvements.
• Report QA metrics and prepare performance analyses.

Responsibilities

• Monitor and evaluate transactions (voice and non-voice).
• Live or remote monitoring.
• Provide performance feedback to operators and supervisors.
• Roll out QA updates to operations.
• Partner with operations leadership to disseminate information.
• Calibration sessions to review scoring.
• Create quality guidelines for standardization.
• Support operations during staffing issues.
• Quality root cause analysis.
• Coordinate with other departments for process improvements.
• Provide QA metrics tracking and reporting.
• Prepare reports for performance analysis.

Skills

Quality Assurance

Communication

Data analysis

Feedback delivery

Time management

Multitasking

Calibration

Organizational skills

Public 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.