Quality Assurance Analyst (Tagalog) - Penang

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 Responsibilities:

• Ensuring the transactions by the associates are as per client guidelines
• Conduct root cause and other data analysis.
• Participate as project team member in problem prevention and continuous improvement projects.
• Identify improvement opportunities within the eCommerce environment.
• Act as liaison with SAM managers and Team Leads to ensure consistent quality measurements throughout the operation.
• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads.
• Act as escalation point of contact for process questions, issues, and resolution.
• Act as Subject Matter Expert (SME) for QA evaluations.
• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA.
• Coach the team on defect & design effective action plan if required.
• Deep Dive & trend analysis on defects on completed transactions.

Minimum Skills to Hire:

• Minimum bi-lingual proficiency, tri-lingual and above is preferred.
• Language proficiency in Tagalog and English is mandatory.
• Account Management background.

Preferred Qualifications:

• Phenomenal communication, presentation and public speaking skills.
• Organizational and time management abilities.
• Critical thinking, analytical and decision making abilities.
• People management.