ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced QUALITY ANALYST to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Roles and Responsibilities:

• Documenting and reporting process or service quality level
• Developing and implementing standards for inspection
• Developing a workflow for process audits
• Developing plans to help improve and mitigate risks
• Communicating with other team members to solve problems
• Following up with the appropriate channels when mistakes are found
• Training other quality insurance members on all inspection processes

Monthly Salary: PHP 23,000

• At least 6 months of WORK EXPERIENCE in the same role
• Good written and verbal English communication skills
• Amenable to work ONSITE in Makati
• OK to work on night shifts, with overtime whenever needed

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives

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.

We are seeking a talented and experienced Shopify and Webflow Developer to join our dynamic team. As a key member of our development team, you will play a crucial role in creating and maintaining e-commerce websites on the Shopify platform and dynamic, visually appealing websites using Webflow. The ideal candidate is passionate about web development, has a strong understanding of e-commerce, and possesses the technical skills to bring creative visions to life.

Responsibilities

• Shopify Development:
• Design, develop, and maintain Shopify e-commerce websites.
• Strong understanding and familiarity of Shopify Liquid Template Language.
• Customize Shopify themes to meet specific client requirements.
• Implement and optimize Shopify Plus features for enterprise-level clients.
• Strong understanding of third-party apps and integrations within Shopify to accomplish business goals.
• Ensure websites are responsive, fast, and provide an optimal user experience.
• Webflow Development:
• Design and build visually stunning and interactive websites using Webflow.
• Implement responsive designs for a seamless user experience across devices.
• Collaborate with designers to translate visual concepts into functional websites.
• Utilize Webflow CMS for content management and dynamic content updates.
• Stay current with Webflow updates and industry best practices.

• Bachelor's degree in Computer Science, Web Development, or a related field.

• Minimum of 5 years of hands-on experience with Webflow and Shopify development.
• Proficient in HTML, CSS, JavaScript, and Liquid for Shopify.
• Strong understanding of e-commerce best practices and principles.
• Proven track record of delivering successful and scalable web solutions.
• Experience with third-party integrations, APIs, and data management.
• Familiarity with web accessibility standards and SEO best practices.
• Excellent problem-solving skills and attention to detail.
• Effective communication skills and the ability to work collaboratively in a team environment.

Fully remote work, competitive salary, fixed shift