Total 22 Quality Assurance / Control job vacancies in pasig

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences!

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy
  

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: KWM

Location: APAC, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: In-Office, Hybrid

The Junior IT Governance, Risk, and Compliance (GRC) updates and maintains control matrices and provides recommendations for management’s consideration. This position takes a lead role in ensuring  compliance with company internal controls, regulatory, ITGC and information security policies and procedures. The incumbent works with SaaS owners, legal and regulatory team, CorpIT team, Security Engineering team, external audit firms, and regulatory agencies to provide supportive documentation as applicable.

Responsibilities:

• Attend to audit compliance gaps, continuously monitor controls and co-own as necessary key SaaS

• Check alignment of ITGC policies with key SaaS and attend to any control deficiencies

• Collaborate with different SaaS owners and perform periodic compliance assessments of key SaaS

• Collaborate effectively with various departments across the organization, including business units, Corp IT, Security Engg, Legal, and Finance.

• Perform internal audits and assessments to evaluate the effectiveness of controls, identify opportunities for remediation and ensure internal audit results are re-usable for any external audits

• Proficiency in conducting third-party risk assessments, encompassing vendor collaboration, identification of issues, and formulation of actionable recommendations.

• Own and manage communication, updates, submissions and remediation for all external audits

• Propose, defend and implement GRC tools and systems to support risk management activities and facilitate automated compliance monitoring

• Development and implementation of GRC process, standards, reporting metrics, dashboards and evidence artifacts to ensure compliance with regulatory requirements and industry best practices.

• Development and delivery of training programs to raise awareness and promote a culture of governance, risk management and compliance within the organization

• Stay informed about emerging trends and developments in GRC practices, regulations, and technology solutions to contribute to continuous improvement initiatives

Responsibilities

• Understand applicable Acts, Regulations, Notices, Circulars, and Guidelines to address client’s queries
• Tracking of work items and monthly calls
• Drafting of compliance checklists and reports
• Drafting of meeting minutes
• Maintenance of compliance registers
• Drafting of onboarding pack
• Drafting and review of compliance documents
• Assist with routine and ad-hoc administrative tasks

Skills Set

• Highly discreet, organized, and meticulous
• Professional conduct and handle sensitive information with the utmost confidentiality
• Neat, and tidy
• Team player

Responsibilities

• Understand applicable Acts, Regulations, Notices, Circulars, and Guidelines to address client’s queries
• Tracking of work items and monthly calls
• Drafting of compliance checklists and reports
• Drafting of meeting minutes
• Maintenance of compliance registers
• Drafting of onboarding pack
• Drafting and review of compliance documents
• Assist with routine and ad-hoc administrative tasks

Skills Set

• Highly discreet, organized, and meticulous
• Professional conduct and handle sensitive information with the utmost confidentiality
• Neat, and tidy
• Team player

Responsibilities

• Understand applicable Acts, Regulations, Notices, Circulars, and Guidelines to address client’s queries
• Tracking of work items and monthly calls
• Drafting of compliance checklists and reports
• Drafting of meeting minutes
• Maintenance of compliance registers
• Drafting of onboarding pack
• Drafting and review of compliance documents
• Assist with routine and ad-hoc administrative tasks

Skills Set

• Highly discreet, organized, and meticulous
• Professional conduct and handle sensitive information with the utmost confidentiality
• Neat, and tidy
• Team player

General Purpose:  Ensures products and services meet client, stakeholder and contractual expectations, by monitoring order processes/SOPs to enhance operations, ensure reliability of work product, and minimize  errors.

 Responsibilities and Duties

1. Implementation of quality assurance procedures
2. Order inspection and review of workflow
3. Contract review
4. pricing
5. process
6. accuracy
7. reports weekly on results
8.  identify and log work errors with resolution or action items for correction
9. Evaluate processes and procedures to identify areas for improvement and share actionable process suggestions to enhance efficiency and effectiveness.

Quality Assurance (QA) plays a critical role in ensuring that issue handling and services meet quality standards and customer expectations. By establishing and maintaining quality processes, conducting rigorous assessment and inspections, and driving continuous improvement initiatives, they contribute to the organization's reputation for delivering high-quality solutions and services.

Responsibilities and Duties

• Ticket Analysis and Review: Reviewing and analyzing tickets or reported issues to understand their nature and severity.
• Quality Assessment: Evaluating issue handling or services to ensure they meet quality standards and specifications.
• Identification of Trends and Patterns: Identifying recurring issues or patterns in quality issues to address root causes and prevent future occurrences.
• Coaching and Training: Providing guidance and training to team members to improve their understanding and execution of quality standards and processes.
• Metrics and Reporting: Collecting data and generating reports on quality metrics such as defect rates, resolution times, and customer satisfaction scores to track performance and identify areas for improvement.
• Collaboration and Communication: Working closely with other teams such as shift leads, process analysts, and tech hub engineers to address quality concerns and ensure alignment on quality goals.
• Continuous Improvement: Implementing strategies and initiatives to continuously enhance the quality of services through process improvements, technology upgrades, or skill development.
• Customer Satisfaction Focus: Ensuring that quality efforts are ultimately aimed at improving customer satisfaction by delivering services that meet or exceed their expectations.

Responsibilities

• Understand applicable Acts, Regulations, Notices, Circulars, and Guidelines to address client’s queries
• Tracking of work items and monthly calls
• Drafting of compliance checklists and reports
• Drafting of meeting minutes
• Maintenance of compliance registers
• Drafting of onboarding pack
• Drafting and review of compliance documents
• Assist with routine and ad-hoc administrative tasks

Skills Set

• Highly discreet, organized, and meticulous
• Professional conduct and handle sensitive information with the utmost confidentiality
• Neat, and tidy
• Team player

As a Marketplace Content Associate, you will report directly to the  Marketplace Quality Associate Manager. You will perform content moderation in all areas related to marketplace quality across all countries where Carousell operates. You will act as a generalist who will perform actions to support the content integrity of the platform, with internal and external user experience in mind. This is a full-time project-based (12 months) role based in Ortigas, Pasig, Metro Manila, Philippines.

Responsibilities:

• Perform manual moderation functions for incoming ads / users  from different sources of report.
• Ensure listings and users in our platform are compliant to our policies.
• Identify and act on suspicious or undesirable content or behavior in our platform.
• Perform moderation functions using different tools.
• Identify areas of improvement and suggest solutions to enhance User experience to keep the marketplace safe.
• Send and Respond to tickets in relation to S&Q iniatives, fraud, disputes, account enforcement, and respond to authorities.
• Respond to escalation from different channels in the organization

·       Reporting directly to the Quality Manager.

·       Ensuring that your team delivers quality work to internal and external clients in an efficient and timely manner.

·       Facilitating activities that will engage team members and nurture a fair and innovative culture through team buildings, planning sessions, rewards and recognition, etc.

·       Ensuring and tracking the productivity and coverage targets of your assigned team.

·       Serving as an alternative contact person in the absence of the QA Manager.

·       Properly onboarding and facilitating goal setting the new QAs in your team.

·       Providing feedback to Operations and Quality Managers on campaign results and trends.

·       Conducting spot-checks on evaluations made by QAs, Team Leaders, Sales Coaches, and Trainers at least once a month.

·       Taking ownership of Critical Errors, Physical/Information Security Processes, and escalating to Operations /Training/QA Management, and HR as needed.

·       Collaborating with Operations and Training teams in mentoring Team Leaders and Trainers on QA tools and processes via calibrations, triad coaching sessions, one-on-ones, etc.

·       Consolidating and analyzing results and trends on quality metrics and sending weekly and monthly QA reports.

·       Data analysis, sharing of performance trends and actionable recommendations to Operations and Training for agent/program performance, knowledge, and skills improvement

·       Creation and documentation of QA- or campaign-specific processes.

·       Liaising with Operations, Training, and Clients on development and improvement plans for Operation-, Training-, and QA-related processes.

·       Actively participating in internal and client meetings and performance reviews.

·       Providing additional evaluations and/or spot checks to help identify call trends and agent behaviors.

·       Regularly mentoring and coaching QAs

·       Preparing the QAs’ monthly scorecard and discussing the QAs’ performance individually.

·       Reviewing the good calls submitted by the QAs and submitting them to the QA Manager.

·       Administrative functions such as timekeeping, carrying out of corrective actions as needed, performance assessments, etc.

·       Carrying out other tasks as assigned by the Quality Manager.

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

Quality Analyst for High Velocity Sales Team
Manila, Philippines

OVERVIEW

Quality Analyst manage and implement a company’s quality assurance and control systems to ensure proper execution of products and client satisfaction every time. People in this role are committed to ensuring the sales associates are executing their jobs on the phone flawlessly whenever possible

RESPONSIBILITIES
•    Direct audit activities 
•    Conduct same call observation and frequently evaluate effectiveness of the Business Development Representatives
•    Works in partnership with the Business Development Sales Manager to ensure that all associates are meeting call quality standards
•    Track trends and make recommendations for refresher and/ or up- training to the training and operations team
•    Establish priorities and ensure maximum usage of assigned resources
•    Implement, support, and manage practices for assuring that quality and processes are adhere to standards and internal quality audits
•    Coordinate control plans and action plans to achieve expected results
•    Lead, mentor, and develop sales associate to promote quality awareness and implement quality programs and initiatives
•    Facilitate or lead quality training on quality management tools
•    Ensure that the sales associates are updated regarding new products, processes, and services launched by the company
•    Ensures effective monitoring and evaluation of the sales associates on a regular basis
•    Device systems or matrix to identify opportunities areas of sales associates and ensure proper feedback via Quality emails, instant feedback, counseling, short coaching,
•    Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed
•    Conduct calibration sessions between the sales managers
•    Develop reports showing inspection and audit performance and improvement opportunities including daily quality score report, performance improvement initiative reports and monthly quality report
•    Develop new ideas to improve overall quality in the process
•    Conduct meetings regularly with inspection and audit team to help consistency in teamwork.
•    Involve in team driven actions to help improvements
•    Runs and analyzes reports and ensues that all reports are accurate and reliable
•    Assumes and performs other duties and responsibilities not specifically outlined here in
•    Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
QUALIFICATIONS
•    Bachelor’s Degree preferred
•    2-3 years working experience in the related field in a BPO setting
•    Can work successfully in an ambiguous, fast paced, growing, deadline-driven environment
•    Accuracy and attention to detail
•    Teamworking skills
•    Results driven 
•    Highly organized 
•    Focus on great internal and external customer service 
•    Ability to manage multiple projects in multiple functional areas simultaneously 
•    Flexibility and adaptability to adjust to changing project needs in evolving situations
•    Independently exercise excellent judgment, discretion and sound reasoning in making important decisions
•    Strong level of proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
•    Excellent professional communication skills required, both verbal and written
•    Must be able to interface with Board members and Partners and consistently exude a pleasant, polished, and professional image
•    Proficiency in managing multiple projects effectively, with a high degree of accuracy and in a timely manner
•    Ability to switch gears and frequently reprioritize while keeping a calm and controlled demeanor
•    Must demonstrate excellent interpersonal skills and a strong customer service acumen
•    Must be proactive in anticipating executives’ needs and must consistently demonstrate a strong sense of urgency
•    Required to interact effectively and efficiently with all levels of employees
•    Flexibility for overtime

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

Rentokil Initial

Rentokil Initial is an international business services company employing 57,700 colleagues across 90 countries.

We strive to protect people and enhance lives, for example by controlling pests, and improving hygiene. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Awards

Rentokil InitiaI Philippines is officially ranked in the top three most engaged places to work in the Philippines, as part of the annual Korn Ferry Employee Engagement Awards 2018.

Philippine Best Employer Brand Awards 2019.

Find out more on careers.rentokil-initial.com

Your day-to-day responsibilities will include:

• Provide excellent pest control treatment and recommendations to customers.
• Provide feedback to superiors on the service concerns of the customer.
• Maintain in good working condition all equipment, tools, mobile phones, vehicles and other items provided by the company for work purposes.
• Plan out and carry out the route to ensure timely arrival in all treatment sites.
• Efficiently manage the use of chemicals and other pest control consumables.
• Ensure proper SOP is followed for the warehouse, stock inventory & disposal process, and stocks issuance.

Do you have what it takes? If you want to be considered for this role you will need:

• Must know how to drive 4 wheel vehicle or motorcycle
• With Professional Driver's License (Restriction 1,2,3)
• College Graduate/Level Or Vocational Course Graduate
• Graduate of Agriculture or any related course is an advantage.
• Fast Learner and can work with minimum supervision.
• Good communication Skills and Customer Service Oriented
• Willing to be trained for career growth.
• Willing to work at Night Shift
• Willing to assign in NCR area
• Male and/or Female are welcome to apply

Are you interested? Here's what you can expect when you join us.

Benefits From Start Date

• HMO (Health Insurance)
• Group Personal Accident Insurance
• Group Term Life Insurance
• Paid Non working holidays
• 13th Month Pay

Benefits after 6 months of continuous work and pass the performance evaluation;

• Annual pay increase
• Vacation Leave
• Sick Leave (with cash conversion)
• Birthday Leave
• Paternity/Maternity Leave
• Matrimonial Leave
• Bereavement Leave
• Other perks
  

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

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!

The Training & Quality Manager will be responsible for overseeing the daily training and quality management operations aimed at achieving business objectives.

This encompasses, but is not restricted to, developing & executing the project’s quality assurance strategy, implementing the end-to-end training and development roadmap, and identifying opportunities for continuous improvement initiatives, ensuring the realization of benefits, and maintaining effective communication with clients, Player Engagement leadership and stakeholders.

Training Responsibilities

• Design and develop comprehensive training programs (PST to Nesting) for new and existing employees, ensuring alignment with organizational goals.
• Oversee training sessions covering diverse topics such as product knowledge, customer service skills, and company policies.
• Identify performance opportunities and strengths among team members.
• Develop individualized training plans to enhance the skills and capabilities of each staff member.
• Produce a variety of training materials, including manuals, presentations, and multimedia content.
• Implement continuous improvement initiatives in training programs based on feedback, evaluations, and industry best practices.
• Work closely with the Operations team to ensure that training programs align with operational goals and client requirements.
• Implement systems for evaluating the effectiveness of training programs and gather feedback from participants.

Quality Management Responsibilities:

• Develop and implement a quality monitoring program to assess the performance of Player Engagement agents.
• Ensure that agents adhere to organizational policies, industry regulations, and client-specific requirements.
• Conduct root cause analysis on quality issues, identifying underlying problems and implementing corrective actions.
• Conduct calibration sessions to ensure consistency in quality evaluations among different evaluators.
• Define and track key performance indicators (KPIs) related to quality, providing regular reports to management.
• Work closely with clients to understand and meet their quality expectations, address concerns, and implement improvement initiatives.
• Implement continuous improvement initiatives based on quality metrics, client feedback, and industry best practices.
• Analyze data related to quality performance and prepare reports for management and clients.
• Emphasize a customer-centric approach to quality, ensuring that service delivery meets or exceeds customer expectations.

Collaboration with Global Support Teams:

• Collaborate with other departments, such as Talent Acquisition, Global L&D and Global QC, to address cross-functional concerns issues

Technical Skills:

• Written & Spoken Communication Skills (Advanced)
• Training Needs Analysis (Advanced)
• Training Design & Development (Advanced)
• Training Evaluation (Advanced)
• Program Management (Advanced to Strategic)
• Instructional Design (Intermediate)
• Learning Management Systems (Intermediate)
• Knowledge Management (Intermediate)
• Quality Monitoring and Evaluation (Advanced)
• Quality Management Tools & Systems (Intermediate to Advanced)
• Data Analytics (Intermediate to Advanced)
• Presentation Skills (Advanced)
• Root Cause Analysis (Advanced)
• MS Office and/or Google Suite (Intermediate to Advanced)
• Excel and/or Google Sheets (Intermediate to Advanced)

Behavioral Skills:

• Coaching & mentoring (Advanced)
• Stakeholder Management (Advanced)
• Team Building & collaboration (Advanced)
• Creativity & Design Thinking (Intermediate to Advanced)
• Performance Management (Advanced)
• Change Management (Intermediate)
• Sense of Urgency & Ownership (Advanced)

Work Experience:

• At least 3 years of experience in Training & Quality Management, preferably in a shared service or BPO organization.
• Strong grasp of the ADDIE model or similar ISD and/or training methodology
• Demonstrated ability to build relationships and effectively connect with stakeholders.
• Experience coaching & mentoring new team members.
• Proven track record of Training and Quality Program Management for programs with over 200 team members.
• Proven ability to solve program level learning challenges.

Educational Background:

• Bachelor's Degree in Business Administration, Organizational Development, Human Resources, or related field; or High School Degree/General Education Diploma and 4 years of relevant experience
• Six Sigma, COPC, CLDP, ISD and/or Coaching certification is an advantage

• Hybrid work setup
• Non-taxable Allowances
• Paid Time Offs
• Annual Corporate Bonus
• HMO and Life Insurance

Role Information: EN

Studio: KWM

Area of Work: Player Engagement

Location: Asia Pacific, Philippines, Pasig

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote

DUTIES AND RESPONSIBILITIES

· Work within a Scrum Team to drive quality web and mobile software applications

· Participate in the review of set of requirements to see possible bottle necks and dependencies to achieve smooth progression of project tasks once assigned to the Scrum Team[CP1] , planning and creation of project requirements

· Participate in the estimation process of a given software task, feature, or project to have sound estimate for forecasting project planning

· Comply and improve the set of processes and standards within the QA team to better achieve quality software and release process

· Create Test Plans and Test Scripts at the same time with the development of the project to lessen the unknown items at the execution stage

· Execute and maintain automated test suites to ensure the reliability and repeatability of test results.

· Integrate test automation with continuous integration and delivery pipelines for seamless testing within the development workflow.

· Continuously improve the test automation framework and strategies to adapt to changing project requirements.

· Provide training and support to the QA team on test automation best practices and tools usage.

· Lead multiple QA teams handling various strategic projects

· Be able to coordinate and work effectively with Development Team Managers to ensure proper and timely testing of project modules

· Support and train Team Leads, Junior QAs to achieve expertise in the Software QA disciplines and Payment industry knowledge

· Provide support to the Marketing team in terms of creating User Manuals for the applications being deployed by the company

· Qualify software for release to UAT and Production, according to Business Requirements Document, Performance, Security and Compliance.

· Create documentation for the results of validation performed on the application as a basis for the Management to approve release to either UAT and Production environments.

Stay up-to-date with the latest trends and advancements in test automation to recommend and implement the best tools and methodologies. [CP1]Can combine both into one bullet.

JOB QUALIFICATION

· Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology, Computer Engineering, Computer Programming or equivalent

· With more than 6 Year(s) of working experience in Manual and Automation QA experience

· With proven experience in test automation implementation, preferably in a software development or QA environment.

· Hands-on experience with test automation frameworks and tools (e.g., Selenium, Appium, JUnit, TestNG, etc.).

· Proven ability to work independently, manage multiple projects, and drive the transformation from manual to test automation.

· With at least 4 years of experience in Web and Mobile Applications testing

· With Team Lead experience

· Familiar with creating QA documents

· Team player

SKILLS

· Knowledgeable in Software Testing Life Cycle (STLC)

· Knowledge in Software Quality Standards and Processes

· With one year of object-oriented software development

· Very keen to detail

· Excellent communication skills (both verbal and written)

· Strong mobile and web applications testing

· Ability to accurately identify software use cases and edge cases

· Ability to develop a clear and concise testing strategy

· Ability to accurately identify software use cases and edge cases

· ISO8583, EMV, Payment Industry knowledge

· Ability to read and interpret documents such as operating and equipment maintenance instructions and procedure manuals.

· Ability to write routine reports and correspondence

· Expert knowledge of web application design and testing

· Considered a strong "plus" if the candidate has prior Java/J2ME development experience

· Ability to read system design, architecture, and codes

· Communicates and enforces quality assurance standards

· Understands the benefits of the various design methodologies and object-oriented environments

· Ability to read and interpret documents such as operating and equipment maintenance instructions and procedure manuals.

Responsibilities (how we will measure success)

The Associate Compliance Consultant will be a junior member of the team and will successfully support consultants on a portfolio of Firms by providing compliance advice, including a variety of core compliance areas and technical AML assistance, aiming to ensure positive client feedback.

Part of a growing team and business, this is a multi-faceted role, created in response to client requests for dedicated support combining:

Ongoing compliance assistance, in the form of regular monitoring and attending advisory meetings; and

Supporting a team of senior consultants with the aim of developing into a consulting role.

Tasks (what does the role do on a day-to-day basis)

• Responsive regulatory advice and solutions;
• Supporting varied engagements such as: KYC refresh projects, AML Risk Assessments and Internal Capital and Risk Assessments (ICARA);
• Updating clients on regulatory changes and how it impacts their business;
• Drafting and updating relevant policies, procedures and internal working documentation for clients;
• Working with senior consultants and clients to devise their risk-based monitoring programmes or thematic risk assessments;
• Supporting regular compliance monitoring or review visits  with clients, and subsequently writing up working papers and reports;
• Involvement in designing and running training courses;
• Involvement in reviewing upcoming regulatory requirements and drafting thought leadership publications;
• Supporting senior consultants and clients  in completion and reviews of RegData filing and financial reporting;
• Building / developing client relationships.

This is for a Freelance/Part-time position ONLY.

Working hours: 6 to 8hrs/week

Working days: Flexible

Contract duration: 2 months

WHAT IS YOUR ROLE

As a QA Analyst, you will closely work with Client’s IT support technicians and system security analysts to catch any major problems that reduce the quality of Client’s products before the launch.  You will be responsible for testing software programs, and replicating and reporting bugs so that developers can implement a fix for them.

WHAT WILL YOU DO

• Ensure high-quality software is delivered in each release
• Develop new and update existing test cases 
• Peer review of test cases, provide feedback and updates as needed
• Document test findings (bugs, change requests, etc.) (requires detailed orientation)
• Update test results in a test tracking tool(s)
• Provide functional, accessibility, regression, API and other testing types as needed
• Report, track, and manage any discovered defects to resolution
• Detect defects as early in the life cycle as possible
• Support other areas of the project including training and analysis of testing tools and processes
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Coordinate with all stakeholders for proper delivery of test deliverables to the client

• At least a bachelor’s degree in Computer Science or related fields.
• More than 2 years of experience in QA testing
• Solid experience in manual testing
• Familiarity with backend, System Testing, Migration, Database upgrades, API Testing etc.
• Experience with test case management tool like Testrail
• Familiarity with defect tracking systems such as JIRA and Confluence
• Intermediate to advanced knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs and MS Office applications 
• Excellent written and verbal communication skills
• Ability to understand and create test cases from specifications and requirements defined by Product Managers
• Experience in automation and any programming language is a plus!
• Ability to write and understand SQL queries is a plus!

• Assist in tracking regulatory rules changes in APAC and help managing the SFC, JFSA, MAS, ASIC and other regulators’ calendars (consultation papers, regulatory updates/changes implementation date etc).
• Assist to conduct research relating to basic regulatory topics
• Assist in distributing client alerts.
• To understand the FRR rules in Hong Kong and help prepare a first draft of Financial Resource Rules (“FRR”) Form of Licensed Corporations (“LC”) as per SFC regulatory requirements.
• Assist with preparing draft regulatory disclosures for clients for client review and approval.  
• Prepare first draft of compliance reports for clients based on information provided by Regulatory Compliance case managers.
• Updating and monitoring of compliance registers for ongoing compliance support clients.
• Distributing notification reminders about changes in particulars and regulatory filings to the ongoing compliance support clients
• Maintaining and sharing of the industry training calendar to the Reg Com team.
• Assisting with research on clients and prospects.
• Collecting and checking on completeness of KYC documents from clients to assist client onboarding.
• Assists in administrative tasks for Regulatory Compliance training team.
• Maintain files and records in a proper and organized manner.
• Perform ad hoc support and other duties assigned.

Regulatory Research

• Tracking regulatory rules changes in APAC and help managing the SFC, JFSA, MAS, ASIC and other regulators’ calendars (consultation papers, regulatory updates/changes implementation date etc) and maintain the internal tracking records for distribution to Regulatory Compliance Staff
• Conducting research on regulatory changes
• Updating current client Asian regulatory information packs for changes.
• Preparing client alerts on breaking regulatory news issues.

FRR work

• Review Financial Resource Rules (“FRR”) Form of Licensed Corporations (“LC”) as per SFC regulatory requirements.
• Monitor liquidity and capital positions of LCs to ensure compliance with relevant rules and regulations.
• Provide consultation in forecasting the financial impact for potential investments, dividend declaration etc on liquidity of the LC.
• Assist in post audit FRR and Account Disclosure Document (“ADD”) required to be submitted to the SFC.
• Handle other FRR matters and basic enquires from the regulators, clients and other parties.

Ongoing Compliance Support

• Review first draft compliance reports prepared by juniors.
• Timely reply and follow-up with client enquiries and queries relating to the tasks performed.
• Review of compliance registers and reports prepared by junior .

Policies & Procedures

• Maintaining existing templates for compliance policies and procedures
• Issuing client customised templates
• Assisting with updating the template for regulatory changes.
• Assisting to prepare mock inspection and compliance healthcheck  reports.

Internal Communications and Information

• Stay up to date with new regulatory changes and developments to brief HK RegCom team members

Client Onboarding

• Assist to research information about clients and prospects.

Others

• Ensure information is up-to-date, accurate and aligned with company standards and requirements.
• Maintain files and records in a proper and organized manner.
• Perform ad hoc support and other duties assigned.

SUMMARY OF JOB DESCRIPTION

The Compliance Manager assumes a pivotal role, ensuring the security of the company’s information and adherence to security policies, regulatory requirements, and industry standards. Responsibilities encompass managing PCI DSS compliance, conducting risk assessments and mitigation of potential risks, as well as overseeing compliance initiatives. Collaborating with cross-functional teams, this person shall align security strategies with business objectives, fostering a culture of heightened security awareness. The candidate should have a good grasp of information security and risk management concepts and must be able to correlate these to the needs of the company. Being able to communicate effectively with business and technical people and having a robust understanding of the business, fintech industry, and its regulatory requirements is vital to this role.

JOB DESCRIPTION:

Set the information security and compliance strategy roadmap and align with the overall business strategy and objectives

Establish, maintain and implement information security policies, procedures and guidelines

Monitor and manage PCI DSS compliance by ensuring timely resolution of issues and completion of all necessary activities

Liaise with the auditors/PCI QSA and internal teams during audits and gather evidence

Ensure compliance with regulations under BSP, data privacy and payment carda brands

Maintain an information security awareness program which include conducting information security trainings and awareness campaigns within the company

Monitor the company’s cybersecurity risk profile by performing risk assessments and recommending appropriate mitigation measures

Monitor for potential security incidents and participate in the incident response

Stay updated on the latest security threats and vulnerabilities and ensure that the internal network and applications are secured

Advise the management and be the focal point of concerns regarding information security and data privacy

Provide support in projects and other security endeavors from time to time

• EDUCATION Bachelor's degree in IT or related field (e.g. Information Management, Computer Science, Accounting, or equivalent)3-5 years of experience in cybersecurity, GRC (Governance, Risk and Compliance) or IT auditing, preferably with 2 years in a managerial or supervisory roleBackground on the fintech or banking sector with solid understanding of relevant regulations under the BSP, AML, payment card industry and the Philippine Data Privacy ActEXPERIENCEComprehensive knowledge on PCI DSS requirements and has direct experience on managing or assisting in PCI DSS auditsKnowledgeable on various security/risk management standards and frameworks (e.g., ISO 27001/31000, NIST CSF) and performing risk assessmentsKnowledge or experience in management of security functions including network security, application security, vulnerability management, incident response, disaster recovery, etc.Excellent oral and written communication skillsStrong analytical and problem-solving skillsIT security certifications and trainings (e.g. CISSP, CISA, CISM, PCI DSS, CPISI, etc.) an advantage, but not mandatory.

WHAT IS YOUR ROLE

As Quality Assurance Advocate, you will be supporting various strategic business unit (SBU) teams to assess and ensure quality of work aligns with the outlined expectations.. You will work to understand client expectations and complete daily audits of team members work in reflection. Providing detailed and accurate documentation and data input to team leadership to ensure quality excellence we can be proud of!

WHAT WILL YOU DO 

• Complete daily quality audits of team members in accordance with Boldr’s expectations, through documentation and data reporting.
• Track, document, escalate or resolve QA issues to meet internal and external expectations. 
• Identify opportunities and provide recommendations for continuous improvement initiatives.
• Check compliance of each team member to processes established by the client and capture errors including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy, etc.
• Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to team leadership.
• Maintain focus on data integrity and producing work of the highest quality.
• Review data output against guidelines provided by the client.
• Complete timely reports and provide data analysis and trends.

YOU HAVE…

• At least 6 months to 1 year experience as a Quality Assurance.
• Preferably with Omni QA Experience.
• Strong attention to detail and are interested in growing within a Quality Assurance role
• Focused and self motivated, able to work independently to achieve goals.
• Ability to communicate escalations and technical concerns to leadership.
• Excellent English language skills (written and verbal) and can speak to clients/stakeholders confidently.
• Excellent reading comprehension, verbal, and written communication skills.
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind.
• Computer and technical skills; proficiency in Google Suite, specifically Google Sheets and other tools such as CRMs (Zendesk, Gorgias, Salesforce, etc.)

• Law Benefits
• Private Health Insurance
• Paid Time Off
• Training
• Life insurance
• Mental Health Support
• Learning and Development Programs

WHAT YOU’LL LIKE ABOUT US

● Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.

● We geek out on new ideas, proposals, and anything that will positively impact our clients, and of course, you!

● We’ve got training sessions in-store to help you level up your skill set.

● With you on Boldr’s side, we’ll tackle social responsibility initiatives together.

● We have rest and relaxation benefits.

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.