As a Senior Training and Support Specialist at LegalMatch, your role is crucial  in improving the performance of our call team. You will create and deliver training and onboarding programs, provide support, and empower our team to continuously exceed their goals. Your proactive nature, outcome-oriented mindset, and dedication to continuous improvement will be essential to succeeding in this role. 

Responsibilities: 

• Partner with stakeholders to identify training and onboarding needs. 
• Work with colleagues to develop comprehensive training programs for specialists and leaders within the organization. 
• Execute onboarding and training sessions for leaders and team members. 
• Provide technical assistance and support for trainees and onboardees. 
• Develop and revise training materials to ensure usability, relevancy, and accuracy. 
• Assess the impact of training initiatives and individual performance against predefined targets. 
• Keep track of progress, generate reports, and devise action plans for improvement. 
• Constantly seek opportunities to enhance training materials and processes to support evolving business needs. 
  

What’s in it for you: 

• Permanent work-from-home setup 

• Proactive, outcome-oriented, and dedicated to continuous improvement
• Possesses extensive knowledge of learning principles and modern training techniques
• 3 years of relevant work experience as a Training Specialist
• Excellent communication skills
• Tech-savvy, capable of working with various tools to develop training materials in various formats
• Proficient in design principles and usability considerations for effective training materials (a portfolio may be requested)

LOOKING FOR FILIPINO TALENTS RESIDING IN THE PHILIPPINES!

Position                                           : Property Management Specialist

Work Hours                                    : M-F 8AM – 5PM Mountain time/ 11PM – 8AM Philippine time

Pay Range                                       : 800 – 1,500 USD per month

Company/Client Overview:

Our client in the US is a property rental company. They provide a premier destination for unparalleled short-term rental experiences in the scenic beauty of Colorado Springs. Nestled in the heart of the vibrant city, they offer a carefully curated selection of properties to provide a home away from home experience for travelers seeking comfort, convenience, and a touch of luxury.

They pride themselves on delivering more than just accommodation; they offer an immersive experience tailored to every client's unique preferences. Whether clients are in town for business, leisure, or a special occasion, thoughtfully designed rentals cater to the needs of every modern traveler

Key duties/responsibilities: 

Vendor Management:

• Coordinate with various vendors, including cleaning services, maintenance teams, and property suppliers.
• Negotiate contracts and agreements with vendors to ensure cost-effectiveness and high-quality services.
• Oversee vendor performance and address any issues promptly.

Purchasing and Inventory:

• Manage inventory levels of supplies and amenities for each property.
• Source and purchase supplies, furnishings, and equipment as needed.
• Monitor and control expenses related to property management.

Scheduling and Coordination:

• Create and maintain schedules for property maintenance, cleaning, and other tasks.
• Coordinate with internal teams and external partners to ensure timely completion of tasks.
• Implement efficient scheduling practices to optimize property turnover and guest satisfaction.

Guest Communication:

• Respond promptly to guest inquiries, requests, and issues.
• Provide clear and detailed information to guests regarding check-in procedures, property amenities, and local recommendations.
• Manage guest reviews and feedback to enhance the guest experience.

• 2-3 years of proven experience in property management, preferably in the short-term rental industry.
• Familiarity with platforms like Guesty, Airtable, and Charge Automation.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Negotiation skills and the ability to build and maintain vendor relationships.
• Problem-solving mindset and adaptability in a dynamic environment.

Platforms Familiarity:

• Airbnb
• Vrbo
• Booking.com

This role will play a crucial part in ensuring responsive seamless and high-quality IT support environment. The incumbent will oversee the efficient resolution of helpdesk tickets while handling 2nd line support escalations. Requires proactive hands-on approach on issue resolution and request fulfillment. Develops technical and end user facing documentations. An integral member of the IT team responsible for the installation and maintenance of network and computer systems while supporting and enhancing cyber security posture. Core role coverage, IT support, network, systems, and service delivery.

• Provides first-line investigation and diagnosis.
• Logs relevant incident/service request details per help desk procedures.
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
• Works on escalated or unresolved incidents/service requests within agreed timescales.
• Communicates with end users regarding incident progress.
• Ensures helpdesk tickets are always updated until issues are resolved.
• Conducts hardware and software maintenance and support.
• Performs deployment and movement of IT assets.
• Local network support and/or assists centralized Network team.
• Manage and supports various computer peripherals, like Door Access, CCTV, printers, Conference Room equipment.
• Troubleshoot end users’ hardware and software related issues.
• Assist with the setup and maintenance of IT equipment.  E.g., Quarterly Cleaning etc.
• IT Asset Management covers assigning and recovering assets, track record and reporting.
• Work with remote support teams to resolve complex issues.  
• Provide training and support to end users.  
• Assists in the planning and implementation of additions and modifications to the supporting field infrastructure including the installation of server and networking hardware and operating systems software and other related software as required.
• Responsible for day-to-day monitoring, technical support, and planning of all aspects of the network infrastructure (LAN/WAN/Wireless network) while ensuring IT environment is secure.
• Evaluating network performance issues including availability, utilization, throughput, and latency.
• Responsible for installation, configuration, and testing of network equipment’s.
• Taking proactive steps to ensure an appropriate level of system availability and security.
• Patch Management, Risk and vulnerability assessment and risk mitigation analysis.
• Implementation of IT security policies and procedures.
• Implements and maintains security measures to protect the company’s IT infrastructure, including firewalls, antivirus software, and access controls.

• Bachelor’s degree or relevant professional qualification.
• Minimum 5 years of work experience in an IT role in a medium to large multi-location company with an emphasis in planning and executing site needs for technology, provisioning, and services.
• Minimum 5 Years experience in Networks
• Minimum 3 years of experience providing IT services at firms that utilize hybrid identity solution(s). Understanding of Microsoft’s hybrid identity solution concepts.
• Minimum 2 years of experience with Microsoft Azure AD and Azure AD management.
• Minimum 2 years of experience in managing Windows Domains using Active Directory
• Thorough understanding of system and network including LAN/WAN device configuration (including routers and firewalls, TCP/IP Network Protocols, etc.), and computer security best practices.
• Reports On-site (not a hybrid role)
• Shifting Schedule
• Operates from Manila. Remote support to other Secret6 office sites.
  

Highly Desirable:

• Experience with AWS, and related cloud application infrastructure is a plus.
• Working knowledge/experience with DNS, DHCP, Active Directory, Virtualization (e.g. Hyper-V, VMWare).
• Experience with Microsoft Azure AD and Azure AD management using PowerShell scripting to manipulate AD objects along with Active Directory, Hybrid Microsoft Exchange on Premise and Office 365 is a plus.
• Exposure to a variety of technologies such web application proxies, databases, LDAP and directory services, application servers, network infrastructure, and understanding of security and dataflow within these components.
• Understanding of Microsoft Domain concepts such as Domain/Forest trusts, Replication, NTFS/ACL permissions, Group Policies, etc.
• Knowledgeable in identity management in MS Azure and Microsoft Office 365.
• Scripting ability in PowerShell desired. Experience in creating and modifying PowerShell scripts.
• Working Knowledge of Exchange systems and attributes in AD, with related support experience.
• Good working knowledge in PKI / Certificate enrolment and architecture design and support.
• Ability to work with minimal guidance and effectively manage a medium size computer network.
• Information security administration, compliance, creating, testing, and implementing business continuity and disaster recovery plans.
• Network security, wireless security, application security, infrastructure hardening and security baselines.
• Thorough understanding of Microsoft Windows Server operating systems.
• Knowledge of Microsoft Office applications (including but not limited to Excel, Visio & Project)
• Analysing Log files / Triage / troubleshooting skills. Strong analytical skills for troubleshooting and issue investigations and ability to work under pressure.
• Ability to work independently with minimal supervision.
• A+ N+ and ITIL certification a plus

• Full-time contract.
• Attractive salary based on skill level and experience.
• Work alongside colleagues that share the same interests and passion for art and video games.
• Stable employment and professional growth in an international environment.
• A culture of diversity and inclusion to unite the most outstanding talents.
• Online training platforms and workshops to level you up.

We are looking for a Quality Analyst to join our strategically awesome team!

Qualification:

• Must possess a Bachelor’s/College Degree of any course
• At least 1 year of audit work experience involving calls, files, and processes. Also, engaged in operations calls for onboarding, training, calibration, performance evaluation, coaching, and data management within the BPO industry.
• Must have excellent verbal, written and interpersonal communication skills
• Must be customer service oriented and detail-oriented
• Must be flexible, organized, adaptable and proficient with Microsoft Office applications

Locations:

Mandaluyong Site
Paragon Plaza, Lower Ground Floor, 162 EDSA, Mandaluyong City

Cebu Site
TMSI Lacdon Aliwanay, Balamban, Cebu Province

Bacolod Site
Global Strategic Building, Fordland 2, 2nd & 4th Floor, 11th Street Lacson, Bacolod City, Negros Occidental

Victorias Site
Vic Arcade Building, Ground Floor Osmeña Avenue, Barangay 1, Victorias City

Interested in applying? You may send your resume to Careers@GlobalStrategic.com

OPEN TO FILIPINO CITIZENS WHO ARE CURRENTLY RESIDING IN THE PHILIPPINES

Position : Amazon/Walmart Specialist

Work Hours (Client) : Overlap with US hours

Pay Range : $1,100-1,300 USD/month (depending on interview assessment and client's approval) Please take note that pay will be given in USD

Duties and Responsibilities:

• Create and manage Amazon/Walmart product listings, including optimizing product titles, descriptions, and images
• Conduct keyword research and implement SEO strategies to increase product visibility and sales
• Monitor and analyze Amazon/Walmart sales and performance data to identify opportunities for improvement
• Manage Amazon/Walmart advertising campaigns, including sponsored product ads and display ads
• Respond to customer inquiries and resolve issues related to Amazon orders and products
• Stay up-to-date with Amazon/Walmart policies and best practices to ensure compliance and maximize sales potential

• At least 2 years of experience as an Amazon/Walmart Specialist
• Experience with food/consumer products is preferred
• Intermediate Microsoft Excel skills
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Above-average Communication skills

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. 

So if you believe in inspiring a better future, read on.

About the Role

Roles and Responsibilities:

• Responsible for delivering and leading the on-boarding program of new sellers that will be deployed in BPI branches. Such program includes the basics of insurance, BPI AIA’s product suite, digital tools, sales technique and sales process.
• Prepare and present training materials through classroom or virtual set up, hands on demonstrations, and supporting activities for effective learning transfer.
• Provide coaching and feedback to sellers and trainees as needed.
• Deliver training for new product, process, tools and methods to sellers of BPI AIA nationwide.
• Deliver training for the bank partner as needed.
• Work with sales leaders and relevant channels to conduct gap analysis, establish training plans, design training classes and materials to boost sales performance.
• Monitor and evaluate training programs and implement enhancements as needed.
• Perform administrative task such as coordination with different sales channels, records keeping, and creation of reports as needed.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. 

So if you believe in inspiring a better future, read on.

About the Role

Roles and Responsibilities:

• Conducts 15-Day Basic Training Program (BTP) each month for new Bancassurance Sales Executives (BSE). – 40 hrs
• Conduct Product briefing to bank personnel (average of 4 sessions per week) – 16 hrs
• Facilitate RP Workshops to BPI Branches ( average of 4 session per week) – 16 hrs
• Conduct of advanced training programs to enhance sales productivity (Area Meetings; Boot Camps, Sales Clinics; etc.) – 16 hrs
• Designs advanced modules and tools for In-Branch sales; BPI and Head office employees – 20 hrs
• Develop and enhance basic and advanced training manuals and tools. -20 hrs
• Attend to queries from BSEs; BAMs; BDMs – 10 hrs
• Monitors performance of BTP Batches handled (BTP Recall) -10 hrs Implements training security guidelines. – 20 hrs
• Accomplish reports such as but not limited to the ff: Training Summary; Participant Feedback; Shadowing Report; training needs analysis. – 8 hrs
• Act as LOMA EdRep in administering and facilitating LOMA Exam for BPLAC employees – 24 hrs
• Conduct of Financial Wellness activities to BPI clients – 8 hrs
• Monitors expenses and materials during trainings – 8 hrs
• Prepares cash advance for training programs and liquidates within the specified turn around time of the company. – 8 hrs
• Accomplish adhoc tasks which may be assigned from time to time by immediate manager. – 24 hrs

MINIMUM JOB REQUIREMENTS

• Bachelor’s degree preferably Business Management; and or Human Resources Management; Psychology
• At least 2 years work experience in similar industry, knowledge in sales training; facilitation and workplace assessment
• Knowledge in Finance, Banking and Insurance
• Excellent interpersonal and communication skills (oral and written)
• Computer savvy

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

What Performance Monitoring contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

Role summary

We are looking for an experienced and passionate Manager of Performance Monitoring and Analytics to lead our team in optimizing the performance of our contact center through data-driven insights. The ideal candidate will have extensive experience managing performance monitoring and analytics teams, as well as proficiency using Verint Analytics tools to drive an insight-driven quality management program. This position is essential to ensuring that our contact center operates effectively, delivering exceptional customer experiences and continuous improvement.

Accountabilities in this role

• Lead a team of performance monitoring and analytics professionals to ensure accurate tracking and analysis of key metrics related to call volume, response times, agent performance, customer satisfaction, as well as other relevant KPIs.
• Manage the use of Verint Analytics tools to collect, analyze, and interpret data in order to provide actionable insights that drive quality improvement initiatives.
• Work with cross-functional teams to identify performance gaps, trends, and enhancement opportunities within the contact center operations.
• Create and implement a comprehensive, insight-driven quality management program that supports the ongoing enhancement of agent performance, customer satisfaction, and overall operational efficiency.
• Monitor and assess the efficacy of quality management strategies, adjusting processes as necessary to meet shifting business requirements and objectives.
• Communicate performance insights to leadership on a regular basis, delivering clear and concise reports and presentations that inform decision-making and drive strategic initiatives.
• Coordinate training and development initiatives for the performance monitoring and analytics staff, ensuring that their skills and knowledge remain current with industry standards and technological advances.
• Promote a culture of data-driven decision making, collaboration, and innovation throughout the team and contact center.

Qualifications

· Bachelor's degree in business, analytics, or a related discipline is required

· 7 years and up years of experience leading performance monitoring and analytics teams in a contact center setting.

· Extensive knowledge of using Verint Analytics tools or comparable contact center analytics platforms.

· A comprehensive comprehension of contact center operations, performance metrics, and quality management principles.

· Proven track record of implementing insight-driven quality management programs that increase operational efficiency and customer satisfaction.

· Outstanding analytic abilities, including the capacity to interpret complex data and translate insights into actionable strategies.

· Strong leadership and team management skills, with proven ability to motivate, mentor, and develop team members.

· Effective communication and presentation skills, with demonstrated experience presenting insights to leadership and stakeholders.

· Attentive to detail, organized, and capable of juggling multiple responsibilities in a fast-paced environment.

What is expected of you and others at this level

• Manages department operations and supervises professional employees, front line supervisors and/or business support staff
• Participates in the development of policies and procedures to achieve specific goals
• Ensures employees operate within guidelines
• Decisions have a short term impact on work processes, outcomes and customers
• Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
• Interactions normally involve resolution of issues related to operations and/or projects
• Gains consensus from various parties involved

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here

We are looking for candidates with experience in leasing tools such as ShowMojo, Tenant Turner, Rently, etc. If you also have experience with property management softwares such as AppFolio, Propertyware, Buildium, etc, then please apply.

This is a completely REMOTE job. Never commute nor get snarled in rush hour traffic again.

ShowMojo streamlines the residential rental process, and vastly improves the leasing experience for property managers and renters alike. Our company is growing rapidly, with customers in all 50 states. To learn more about us visit: hello.showmojo.com

Values

ShowMojo strives to connect individuals that closely align with our values:

• Do you have the confidence to exchange opinions in an open environment with respectful candor?
• Are you self-directed and able to proactively solve problems?
• Do you pride yourself on showing up prepared and feel personal responsibility to see your accountabilities through to completion?

If this resonates with your personal values, we would like to have a career discussion with you.

Overview

We are looking for smart, articulate, tech-savvy professionals who enjoy solving customer problems. Property management or real estate experience is required for this position. We will help you get up to speed on the domain.

You'll be expected to leverage your analytical skills and understanding of technology as you assist new and current customers. You'll help new customers integrate ShowMojo into their business, configuring the system to their needs. And you'll help current customers make the most of ShowMojo as their business evolves.

You will be expected to dig through sometimes complicated details and actively help resolve customer problems. You will need to grow into a domain expert in our cutting-edge leasing platform. We will help you get there.

You must:

• Be extremely capable and comfortable with the use of new technology, online communication platforms, and learning new systems. For example, experience with online tools such as Slack, Wikis, spreadsheets, Join.me, Zoom, WebEx, FreshDesk, Zendesk, Salesforce, Quickbooks Online and the like (these are only examples, not systems you will use).
• Be ready to read through multiple pages of documentation -- and apply deductive reasoning -- to find the right answer to a customer issue.
• Be able to provide expert-level support to customers around ShowMojo's continually expanding product and service offerings.
• Be able to explain complicated concepts (related to leasing automation and emerging leasing best practices) in simple, user-friendly terms.
• Display a high level of professionalism and compassion when working with each account on sensitive matters.
• Assist with the creation and updates to team processes and knowledge bases.
• Serve as the primary ShowMojo contact for high-value customer groups.
• Own ongoing analytical assignments, or one-off-projects, aimed at improving the performance of the operations team or ShowMojo system.
• Act as a senior member of the operations team, mentoring junior members.
• Have a quiet office (home or elsewhere) with a strong internet connection and a newer computer.
• Experience with using ShowMojo platform is a big plus.
• Experience with using other leasing platforms such as Tenant Turner, Rently, Appfolio, Buildium, Rent Manager is also a plus.

Rate starts at $10 per hour.

We are looking for a Quality Analyst to join our strategically awesome team!

Qualification:

• Must possess a Bachelor’s/College Degree of any course
• At least 1 year of audit work experience involving calls, files, and processes. Also, engaged in operations calls for onboarding, training, calibration, performance evaluation, coaching, and data management within the BPO industry.
• Must have excellent verbal, written and interpersonal communication skills
• Must be customer service oriented and detail-oriented
• Must be flexible, organized, adaptable and proficient with Microsoft Office applications

Locations:

Mandaluyong Site
Paragon Plaza, Lower Ground Floor, 162 EDSA, Mandaluyong City

Cebu Site
TMSI Lacdon Aliwanay, Balamban, Cebu Province

Bacolod Site
Global Strategic Building, Fordland 2, 2nd & 4th Floor, 11th Street Lacson, Bacolod City, Negros Occidental

Victorias Site
Vic Arcade Building, Ground Floor Osmeña Avenue, Barangay 1, Victorias City

Interested in applying? You may send your resume to Careers@GlobalStrategic.com

We are looking for a Quality Analyst to join our strategically awesome team!

Qualification:

• Must possess a Bachelor’s/College Degree of any course
• At least 1 year of audit work experience involving calls, files, and processes. Also, engaged in operations calls for onboarding, training, calibration, performance evaluation, coaching, and data management within the BPO industry.
• Must have excellent verbal, written and interpersonal communication skills
• Must be customer service oriented and detail-oriented
• Must be flexible, organized, adaptable and proficient with Microsoft Office applications

Locations:

Mandaluyong Site
Paragon Plaza, Lower Ground Floor, 162 EDSA, Mandaluyong City

Cebu Site
TMSI Lacdon Aliwanay, Balamban, Cebu Province

Bacolod Site
Global Strategic Building, Fordland 2, 2nd & 4th Floor, 11th Street Lacson, Bacolod City, Negros Occidental

Victorias Site
Vic Arcade Building, Ground Floor Osmeña Avenue, Barangay 1, Victorias City

Interested in applying? You may send your resume to Careers@GlobalStrategic.com

The role will be responsible for supporting end-to-end project accounting life cycle activities for assigned accounts and projects. The role will be involved with stakeholder coordination to execute processes that will drive the completion of assigned projects.

• Perform routine and assigned tasks that support ongoing projects in compliance with the contract, service level agreement, define methodologies, and procedures.
• Assist in reviewing projects for accurate revenue recognition.
• Support data gathering and report generation requirements to support various reporting requirements for each project.

• Escalate identified issues and concerns to the Team Lead for timely resolution.
• Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
• Perform multiple routine tasks in compliance with service level agreement, process, policies, and procedures.
• Gather information and documentation to assist in investigating and in resolving issues within the assigned process.
•  

• Performs moderately complex calculation and allocation of Transfer Pricing Transactions as aligned with the transfer pricing methodology within the AECOM Group. In doing so, maintains transfer pricing model in Alteryx software on a regular basis and collaborates with the Transfer Pricing Analyst to calculate certain amounts.
• Collaborates with the Intercompany and Treasury Team to ensure accurate invoices are settled in respect of the Transfer Pricing Transactions.
• Reviews Form 8975 Annual Country-by-Country Form prepared by the Transfer Pricing Analyst, to report jurisdiction and applicable tax information to the IRS with respect to AECOM’s affiliate entities.
• Reviews the draft IRS Form 5471 Schedule M prepared by the Transfer Pricing Analyst.
• Provide guidance to Transfer Pricing Analyst in assisting external advisors and relevant parties across the Group in preparing Transfer Pricing documentations (i.e. Master File and Local Files).
• Prepares and analyses financial and economic data by partnering with relevant team and using Hyperion, Oracle, and other similar G/L packages to support moderately complex analysis, reporting and transfer pricing calculation for various intracompany and intercompany transactions.
• Works with onshore stakeholder in addressing moderately complex ad hoc transfer pricing queries, determining appropriate methodologies, building transfer pricing models, and/or recommending appropriate actions to mitigate transfer pricing risk.
• Work with Legal, Treasury, Accounting, and Local Tax Offices to prepare and maintain intercompany agreements as well as ensure agreements in place where required.
• Supports transfer pricing audits by gathering information and preparing supporting documentations as requested by US Tax Planning Team.
• Maintain the SOP/DTP of current processes and incorporate documentation updates as required. Completes research to support positions taken, make recommendations, and propose solutions to Manager to resolve typical project issues and basic transfer pricing matters.
• Contribute specialized expertise to different assigned projects and may provide key updates to Team Lead and Manager. Develops and maintains project excel-based trackers or dashboards to monitor the overall status of the projects.
• Contribute to various and simultaneous process improvement initiatives to streamline processes, improve customer experience, and increase productivity.
• Escalate issues and recommend resolutions to the Local and Onshore Manager/s timely.

 “LOOKING FOR FILIPINOS OR PHILIPPINES - BASED CANDIDATES”

Work Hours   : M - F, 8:00am-5:00pm, CST/ 9:00pm - 6:00am, PHT

Holidays   : TBD

Salary    : 1000 - 2500 USD

About the role:

We’re on a lookout for a Creative Content Quality Analyst who will be responsible for meticulously reviewing and enhancing the quality of our content.

Duties and Responsibilities: 

• Review the accuracy of content, verifying the information is up-to-date, and cross-referencing it with established standards and reference files.
• Ensure proper structure and consistency of copies in each piece of content.
• Thoroughly check grammar, punctuation, and spelling errors to maintain content quality.
• Ensure the tone of the content aligns with the established tone for each product.
• Confirm that images and multimedia elements are relevant to the content.
• Produce batch text copies based on a set copy for content creation.
• Coordinate with project managers, designers, and editors to address issues raised during quality assurance.
• Monitor the resolution of issues and ensure deadlines are met.

Minimum Requirements: 

• 5+ years of experience
• high attention to details
• Strong writing and editing skills.
• Proficiency in research and the ability to handle creative projects.
• Exceptional attention to detail.
• Familiarity with creative content review processes.
• Familiarity with creative software applications

Must have:

• Figma
• Notion

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!

Hi! We’re Smartsourcing, looking for an Accounting Associate who can work with us full-time and on-site!

Where?