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Quality Assurance Analyst (Customer Service) - Operations Support, MariBank
ShopeeManila, Philippines
Apply What you'll do
• 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.
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