Description

MyDeal is a leading Australian online retail marketplace that focuses on providing “everything for your home” (furniture, homewares, garden, appliances and more). Founded in 2011, MyDeal has brought Australian shoppers the biggest brands, the best deals, discounts and sales on an extensive range of home and lifestyle products. Since September 2022, MyDeal has been a part of Woolworths Group, Australia and New Zealand’s largest retailer. Our partnership with Woolworths Group continues our shared commitment to provide great value, quality products and convenience for our customers.

As a Quality Analyst, you will play a pivotal role in ensuring that our customer service representatives consistently deliver exceptional service and adhere to established quality standards. Your primary responsibility will be to monitor, assess, and improve the quality of customer interactions, contributing to the overall success and customer satisfaction of our organization.

Responsibilities

• Quality Monitoring: Conduct regular evaluations of customer service interactions, including phone calls, and email communications. Assess agents' performance against predefined quality metrics and criteria.
• Feedback and Coaching: Provide constructive feedback to customer service representatives based on evaluation results. Conduct weekly call calibration sessions / ticket reviews with various teams 
• Data Analysis and Reporting: Analyse  quality data and generate reports to identify trends, patterns, and areas for improvement. Provide regular reports to management with recommendations for enhancing customer service quality. 
• Process Improvement: Collaborate with cross-functional teams to identify process improvements and best practices that can enhance the customer experience. Participate in the development and refinement of call scripts and service workflows.
• Compliance and Standards: Ensure that agents adhere to company policies, procedures, and compliance regulations. Issue an incident report for quality violations. Work closely with the Customer Service Manager to ensure new hires are well-prepared to meet quality standards.
• Customer advocacy: Advocate for the customer within the organisation , ensuring their needs and feedback are considered in decision-making processes related to service quality.
• Best Practice  Bank: Build a collection of best practice calls and emails for demonstration and training purposes.
• Others: Provide support in any additional ad hoc tasks that may be required by the management that will support Operations performance.

• Availability and willingness to work full-time on-site is required.
• Proven experience as a Quality Coach, Quality Assurance Specialist, or similar role within a contact center environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Able to build a high performing quality team
• Achieve all KPIs set
• Proficiency in using quality monitoring tools, Google sheet or Excel, and call center software.
• Detail-oriented with a focus on accuracy and consistency.
• Ability to provide constructive feedback and coaching to agents.
• Ability to multitask and work effectively in a fast-paced environment.
• Flexibility to work shifts, including weekends, and holidays, as needed.

Primary Responsibilities 

• Execution of remote inspections using the SGS QiiQ technology
• Full compliance of inspection rules applicable to GIS inspection execution according to Inspection Job Order (IJO), Quality System procedures and/or any other applicable document/manual related to inspection execution and reporting.
• Support to PCA team.

Specific Responsibilities

• Executing inspection upon request from IC coordinator or PCA Analysts, verifying that all information provided for inspection execution is complete and allows executing inspection without problem.
• Observance of inspectors’ manual (handout), contract instructions, IAF and IJO for inspection execution.
• Reporting of inspection results according to standard GIS Inspection Report form.
• On time submission of inspection report in Tradeworks and remote SharePoint, according to deadlines provided by KPI´s.
• Reporting to Inspection Coordinator of any risky information detected by during inspection process, according to risk detection guidance provided by IC management.
• Careful use of tools and materials provided by the company for inspection execution.
• Reporting to IC Coordinator any deviation of standard procedures according to inspector’s manual, IJO, SGS Policy, SGS Ethic Code, and any other mandatory document applicable to GIS.
• Support to PCA in promote remote inspection
• Any other task assigned by local GIS office.

The QA Analyst is responsible for assuring that the analytical procedures are conducted accordingly for both finished goods and raw materials.  The position is also responsible for ensuring laboratory equipments are functional and regularly calibrated. Ensures that all routine and monitoring analyses are regularly conducted and provide accurate and precise results to relevant stakeholders. The position will assist in the implementation and documentation involving ISO, HACCP and Good Manufacturing Practices.

1. Conducts routine primary method of analysis based on the sampling plan. 
2. Conducts regular equipment internal calibration and maintenance.
3. Monitors and conducts routine analyses of Finished Feed and Raw Materials as required in the established acceptance parameters.
4. Ensure that monitoring analyses for Finished Feed and Raw Materials are conducted based on schedule.
5. Ensure that secondary methods of analyses are regularly validated.
6. Ensure the accuracy and precision of results forwarded to relevant stakeholders.
7. Ensure the implementation of laboratory safety and regulatory compliance.

Records Management

1. Maintains a recording system of all analytical results and validation..
2. Maintains a monitoring system of equipment calibration.
3. Prepares and sign Certificate of Analysis.
4. Prepares various report as assigned.

General Tasks

1. Monitors results of analyses of samples submitted to 3rd party Laboratory.
2. Monitors laboratory costs and engage to cost saving initiatives.
3. Monitors laboratory wastes generation and disposal.
4. Monitors laboratory tools and supplies inventory. 
5. Maintains laboratory cleanliness and implementation of 5S.
6. Participates and contributes with cross-functional teams involving various process improvement activities.
7. Perform jobs other than the current assignment under the following situations: when the employees assigned to do the task is on leave; when the employees assigned to do the task in question is out of work area due to other assignments such as official business trips, field work, special projects, attending seminars or trainings; when the employees assigned to do the task in question is assigned to do jobs of higher priority
8.  Complies any or all of the following as may be assigned or required: be a core group member in any of the company's Integrated Programs; be a member of QIT within the department and may be requested to be a member in a cross-functional project team.
9. Participate in company programs and in meetings pertaining to quality improvement, efficiency, productivity, security and safety, sanitation and food safety, environment, waste reduction, sustainability, social responsibility and risk management.
10.      10.  Takes an active role in the implementation and maintenance systems such as ISO and 5S/GMP/HACCP.
11.  Performs other related tasks as may be directed by the Immediate Team Leader or Department Head

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com. 

Quality Assurance & Compliance, Specialist

Hey, are you the senior QA Tester with a keen eye for pixel perfect software quality?

Are you looking for the next chapter in your career where you can put all your skills not just to one country or one client but apply it across our global multi-tenant euHReka estate serving 1M people payroll across the globe in the years to come on the latest and greatest SAP HANA infrastructure in SAP owns PCE cloud, then this challenge may be something for you.

As a Quality Assurance (QA) tester who will be responsible for reviewing and implementing systematic test plans. You will collaborate with software developers and analyst to determine scope and requirements. Success in this role will be demonstrated by providing quality work output, screening for errors, and refining usability throughout the software development and implementation process.

We are looking for candidates with: -

• Excellent knowledge of software Quality Assurance & Testing best practices

• Working knowledge of Test Automation using Python + Selenium Webdriver and Robot Framework or Tosca

• Working experience in the HR or Payroll domain

• Basic knowledge of scripting using AutoIT, SOAPUI or similar

• Good knowledge in Continuous Integration & Testing Tools

• Basic knowledge of Linux & Windows OS including Network

• Having notions of source control management tools e.g git

• Experience working with Azure DevOps or similar (Jira,…)

• An excellent Team Player with good communications and collaborating skills

• A pro-active and with a “how to solve” mind set

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, well-being and support programs, statutory retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Description

• Escape the ordinary and start your career journey with us.
• Embark on a fulfilling and engaging career with BSA Solutions Inc.
• Generous benefits + personalized learning and development.

About Us 

BSA Solutions provides highly skilled professionals from the Philippines and Malaysia. Our mission is to connect businesses with top-tier talent, allowing them to focus on strategic and high-level tasks while we take care of their staffing needs. We are committed to delivering exceptional results through our personalized services and our deep understanding of the markets we serve. 

We are currently seeking a Compliance Officer to join our dynamic team. 

This is an office-based position in central Cebu City. 

To start in early January 2024. 

About the Role 

As a Compliance Officer at BSA Solutions, your main responsibility is to ensure that our organization operates within the boundaries of applicable laws, regulations, and internal policies. You will play a critical role in identifying areas of non-compliance, conducting risk assessments, and implementing effective strategies to mitigate risks. By promoting a culture of integrity and providing training to employees, you will help protect the company's reputation and ensure ethical practices are followed. Your attention to detail, analytical skills, and ability to build relationships will be essential in maintaining regulatory compliance and fostering a culture of accountability. You will report to the Finance Manager and work closely with the CEO and the CFO. 

Responsibilities: 

Monitor and Maintain Compliance: 

Stay up-to-date with relevant laws, regulations, and industry standards to ensure compliance. 

Develop, implement, and maintain compliance programs and processes. 

Regularly review company policies and procedures to identify areas of non-compliance and recommend necessary changes. 

Conduct internal audits and risk assessments to identify potential compliance issues. 

Work closely with various departments to ensure compliance with regulatory requirements. 

Regulatory Reporting and Documentation: 

Prepare and submit regulatory reports, filings, and documentation accurately and on time. 

Ensure that all required licenses, permits, and certifications are obtained and renewed as necessary. 

Keep comprehensive records of compliance activities, including audit findings, corrective actions, and training records. 

Training and Education: 

Develop and deliver compliance training programs to employees, promoting awareness and understanding of compliance requirements. 

Provide guidance and support to employees regarding compliance-related inquiries and issues. 

Stay updated on industry best practices and communicate changes to relevant stakeholders. 

Risk Assessment and Mitigation: 

Conduct risk assessments to identify potential compliance risks and develop strategies to mitigate them. 

Collaborate with cross-functional teams to implement risk management strategies and controls. 

Investigate and respond to compliance-related incidents, including conducting internal investigations as necessary. 

Compliance Monitoring and Reporting: 

Establish and maintain a robust compliance monitoring program to ensure ongoing adherence to applicable laws and regulations. 

Regularly report compliance metrics, trends, and issues to senior management. 

Collaborate with external auditors and regulatory agencies during compliance audits and inspections. 

• Bachelor's degree in Business, Law, Finance, or a related field. 
• At least five (5) years' experience as a Compliance Officer, Internal Auditor, or in a similar role. 
• In-depth knowledge of relevant laws, regulations, and industry standards.  
• Strong analytical and problem-solving skills. 
• Excellent attention to detail and organizational skills. 
• Ability to communicate effectively and build relationships across different levels of the organization. 
• Strong ethical standards and the ability to handle sensitive and confidential information. 
• Professional certifications in Certified Compliance Professional (CCP), Certified Risk and Compliance Management Professional (CRCMP), and Certified Internal Auditor (CIA) are preferred but not compulsory. 

BSA SOLUTIONS INC. OFFERS:

• Clear career progression and leadership opportunities based on merits.
• Amazing, close-knit, and collaborative team.
• A comprehensive financial rewards and benefits that exceed market standards and the requirements of the Philippines Labor Law.
• A comprehensive HMO benefits package for you and one dependent from the start date, including medical coverage with a private room, life, accident, and disability insurance.
• Regular progress checks and continuous coaching and mentoring to help you map out your development plan.
• A broad selection of exciting and engaging social events to embrace as a vibrant BSA Community.
• Psychologically safe environment for you to develop your skills and talent consistent with BSA values; and
• Frequent webcasts and discussion forums by senior leaders to obtain feedback and ideas, and genuinely interested in hearing what you have to say.

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, origin, or any of the characteristics protected by applicable law.