Quality Assurance Analyst (Tagalog) - Penang

Qualifications

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.

Responsibilities

Responsibilities:

1. Ensuring the transactions by the associates are as per client guidelines.
2. Conduct root cause and other data analysis.
3. Participate as a project team member in problem prevention and continuous improvement projects.
4. Identify improvement opportunities within the eCommerce environment.
5. Act as liaison with SAM managers and Team Leads to ensure consistent quality measurements throughout the operation.
6. Conduct QA evaluations per client requirements and provide QA progress reports to Team Leads.
7. Act as escalation point of contact for process questions, issues, and resolution.
8. Act as Subject Matter Expert (SME) for QA evaluations.
9. Monitor, analyze agent performance and call out any unusual trends, identifying training needs by working with operations team and QA.
10. Coach the team on defects & design effective action plans if required.
11. Deep dive & trend analysis on defects on completed transactions.