Overview
Quality Assurance Analyst (Customer Service) – Operations Support, MariBank Jobs in Manila, National Capital Region, Philippines at Monee
Title: Quality Assurance Analyst (Customer Service) – Operations Support, MariBank
Company: Monee
Location: Manila, National Capital Region, Philippines
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.
