Total 54 quality assurance job vacancies in paranaque city national capital region manila philippines

The Allegro team is passionate about providing intelligent solutions that move the world toward a safer and more sustainable future. With more than 30 years of experience developing advanced semiconductor technology, innovation with purpose touches every aspect of our business.  From customer engagement and employee recognition to technology advancement and serving the local communities in which we maintain offices, innovation consistently drives our mission and definition of success. 

JOB RESPONSIBILITIES:

• Verifies using applicable equipment/device, analyzes and provide disposition to issues encountered pertaining to process and procedures to ensure quality and reliability of product at Test.
• Involve in holding, assessment and disposition of non-conforming products/materials.
• Helps to provide data, gather facts that will help other support group to determine root cause that will help resolved problems encountered in line.
• Initiates, coordinates and implements both preventive and corrective actions that will correct and prevent line problem that comes from machine, process or/and human errors.
• Collaborates with the other Departments for the completion of Quality Reports. Coordinates and meet Production, Test Engineering and other support group on product quality improvement via team improvement/module group activities.
• Generates, formulates and reviews quality documents such as inspection specification, procedures, work instructions, Engineering Request Form (ERF), MRB forms and Special instructions.
• Verifies, issuances, monitors, reviews and tracks the completion of the following the Non-Conforming products. (Test CAR, MRB, 8D and MVI FA as applicable).
• Prepares periodic report such as: Quality Gate Reject, Subcon Score Card, MRB hold lots, CAR/8D, CAT’s, Trends and other applicable quality monitoring report
• Communicates issues, concerns and information to appropriate team either internal or external.
• Conducts training or refresher on defect criteria to AMPI operators and inspectors regarding inspection (visual/electrical) requirement as part of their certification to ensure high quality inspection. This includes Subcontractors if applicable.
• Coordinate with the Training System Core Group (TSCG) on any changes that needs to be implemented to ensure effectiveness of the certification process.

MINIMUM QUALIFICATIONS:

• College graduate preferably Engineering.
• At least 2 years of QA Engineering  and/or related industry

Total Number of Openings

• Performs other tasks that may be assigned by the Team Leader

Additional Responsibilities - Special Projects or Ad Hoc Tasks
• Support emerging technologies as opportunities arise (RPA, Data Analytics, etc); apply to all existing processes as applicable
• Continuous improvement on all processes
• Coordination role within the team for S2P-wide projects, initiatives, or periodic routine tasks

Required Qualifications:

• Bachelor's Degree in Accounting or related courses
• Uses clear and concise oral / written communication skills - develops and utilizes network, facilitates and coordinates communications with various contacts and takes a consultative position to fulfill control duties
• Able to gather and interpret diverse source documents to ensure proper accounting of more complex transactions
• Strong analytical skills - uses awareness of expected results in the preparation and review of entries, statements, or reports; identifies, analyzes, and resolves routine variances and discrepancies
• Strong technical knowledge - utilizes advanced knowledge of Microsoft suite of PC application and tools to be able to efficiently process, manage, and present data; utilizes systems
• Knowledge to be able to eliminate unnecessary complexities in own desk
• Must have the propensity to work in a proactive, results-oriented, and customer-focused
• environment
• Enjoys working with people of diverse cultural backgrounds

Chevron participates in E-Verify in certain locations as required by law.

·       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!

Just imagine your future with us…

At Aurecon we see the future through a very different lens. Do you?

Innovation, eminence and digital are at the heart of everything we do.  Are you excited about the future?

Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are.

Diversity is at the core of everything we do. We work together to create a culture based on respect, trust and inclusiveness. Our differences are what fuel our creativity.

What will you do?

The IT Quality Assurance Engineer's role is to provide expertise in planning, designing, and executing test scripts that ensure the quality and functionality of any designed IT solution. Apply business and functional knowledge including testing standards, guidelines, and testing methodology to meet the team’s overall test objectives. Ensure all testing results are easily accessible and understandable. Track defects to closure and keep the defect repository up to date.

Here are the key things you will do to ‘bring ideas to life’.

Generic Responsibilities

Develop test scenarios, scripts, test conditions, input test data, and expected results for one or more project test streams, including but not limited to IT infrastructure, IT Security, System, Integration and User Acceptance tests.

Specific Responsibilities: 

• Contribute to developing, improving, and maintaining testing standards and practices. 

• Help develop a testing strategy for the assigned functional squad

• Take the lead in executing test strategy 

• Help triage and manage defects/issues reported during testing activity 

• Work with the application and technical teams to resolve any issues that arise out of the testing process. 

• Participate in the release control process (when the application/tenant is transferred from the build team to the test team) to ensure that solutions meet business requirements. 

• Validate product fixes. 

• Inform the test lead of any issues that may affect the schedule, budget, or quality of the product or the testing process.

What can you bring to the team?

Firstly, strong sense of responsibility, flexibility, and adaptability to varying request. Demonstrate excellent time management and organisational skills. And as part of a new team, you will have the opportunity to shape this role and have input into how we evolve it over time to WOW our employees and make an even bigger impact on the world. You will also need the following:

Our Aurecon Attributes describe the types of people we bring together for clients. We don’t expect you to have all eight of the attributes, but one that is unique to you.

Finally, we value that each of our team members brings something different to Aurecon. We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life. Does that sound like you?

About us

We’ve re-imagined engineering.

Aurecon is an engineering and infrastructure advisory company, but not as you know it!

For a start, our clients’ ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world’s most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.

We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can’t. Think engineering. Think again.

Want to know more?

You can learn more about what it’s like to work at Aurecon by visiting the careers section of our website.

If you are intrigued or excited by what you have read, then we want to hear from you. Apply now!

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!

LOOKING FOR FILIPINO CITIZENS BASED IN THE PHILIPPINES 

Job Title:  Software Quality Assurance Analyst

Salary Range: 1000-1800 USD per month

Schedule: M-F, 9AM - 5PM US/Pacific time

About the Role:
The client is seeking a Software Quality Assurance Analyst in the Philippines to help build and grow a world-class engineering team and culture. While reporting directly to the VP of Engineering you will build out a new software category within the massive trillion dollar commercial construction industry. We have a hands-on culture and expect the same of all our team members. You will play a pivotal role in enhancing our software solutions, ensuring they meet both our high standards and the evolving needs of our customers.

Responsibilities:

• Analyze Requirements: Work within a cross-functional team alongside our product team, developers, and other members of QA to review and analyze system specifications to ensure clarity and testability.
• Test Case Development: Write, prioritize, and execute detailed, comprehensive, and well-structured test cases based on the requirements.
• Manual Testing: Perform thorough manual testing to ensure software functionality aligns with specifications.
• Collaborate with Team: Work closely with automation engineers to transition manual test cases into automated scripts.
• Bug Reporting: Document and track bugs meticulously, working with the development team for timely resolutions. Track and update the team with metrics which capture trends and offer insights.
• Continuous Improvement: Participate in sprint retrospectives and suggest improvements to enhance QA processes and practices.
• Reporting: Regularly update the team and management on test planning, test execution, and the status of software quality.

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 3 years in software quality assurance, preferably in a startup or fast-paced tech environment.
• Technical Proficiency: Strong understanding of software QA methodologies, manual testing techniques, test management tools, and processes. Experience in writing clear, concise, and comprehensive test cases.
• Familiarity with Agile Methodologies: Experience working in an agile development environment and a good understanding of its challenges and opportunities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively articulate technical challenges and solutions.
• Analytical Mindset: Strong problem-solving skills with a detail-oriented mindset.
• Adaptability: Ability to adapt to rapidly changing technologies and environments.

Desirable

• Certifications: ISTQB certification or similar is a plus.

Skills

• Analytical and Critical Thinking: Ability to analyze requirements and formulate effective testing strategies.
• Attention to Detail: Keen eye for detail and a commitment to delivering error-free software products.
• Collaboration: Strong team player, with the ability to work closely with developers, automation engineers, and other stakeholders.
• Time Management: Excellent organizational skills, with the ability to prioritize tasks in a fast-paced environment.
• Continuous Learning: Eagerness to learn and stay updated with the latest QA trends and technologies.

About You

We want you to be a part of our success story so as you engage with us and our team members, it would be helpful for you to understand some of the core characteristics of our team - hopefully many of these resonate with you!

• Passion and enthusiasm for your work and company
• Love to take the initiative
• An upbeat, positive and good-to-be-around attitude
• Sense of humor
• Is a “doer” with a hands-on approach
• Commitment to excellence
• Articulate and able to influence without direct authority
• Excellent ability to work within a team
• You foster trust and accessibility
• Collaborative
• Intellectually curious
• Ability to build relationships and earn the respect of other teams
• Organizational tolerance: able to work with ambiguity and constant change
• Enjoys and has implemented change
• Believe strongly in your abilities

More important than meeting 100% of qualifications, we are looking for collaborative, long-term team members with a self-starter growth mindset, a commitment to proactive communication, and a bias towards action, who are aligned and excited with our company’s mission to build the industry standard in digital change order communication for the commercial construction industry.

As a Quality Assurance Engineer, you will be responsible for ensuring the quality of our software. You will work closely with the Head of QA and the engineering team to determine, understand and derive scenarios from the requirements and execute test cases. You will be joining a small and growing team and have the opportunity to grow and learn new skills. In order to thrive and enjoy this exciting position, you must be a self-starter and be productive with minimal supervision.

Job Responsibilities

• Analyze provided requirements and specifications
• Create comprehensive test plan and and detailed test cases
• Create well-defined test scenarios and test data
• Plan, estimate and prioritize testing activities
• Create comprehensive proof of tests
• Identify, record and document defects accurately and correctly
• Track reported defects and discuss and collaborate with the engineering team 
• Perform UI, sanity, functional, regression, component and end-to-end testing
• Contribute to the creation of technical and end user product documentation

Job Requirements

• 4+ years experience in Software Quality Assurance
• Able to quickly learn custom development frameworks and new technologies
• Solid experience of Agile software development and other software methodologies
• Able to work effectively with continuous change requirements and short deadlines under minimum supervision
• Strong experience of mobile/online content platform quality testing and product release
• Extensive experience in writing clear, concise and detailed test cases
• Possess strong analytical and problem-solving skills
• Self starter and self learner
• Good communication skills
• Degree in computer science or relevant field a plus

Minimum Required Technical Skills

• Strong knowledge of software QA methodologies, tools and processes
• Hands-on experience in: Requirements analysis, Test planning, Test case detailing and Defect tracking
• Strong experience in writing clear, concise and comprehensive test plans and test cases
• Strong experience in defect reporting, tracking and management
• Experience working with database operations
• Experience working with API calls
• Quick understanding of the functionality of the application under test
• Out of the box thinking to test and break the application under test
• Experience with any automated and / or performance test tools is a plus

Other Requirements

• Strong verbal communication skills
• Quick learner and able to develop subject matter skills
• Being able to manage multiple projects at the same time
• Available for scheduled and ad-hoc calls/meetings/chats during weekdays working
• Quiet workspace, conducive to video meetings & calls
• Access to a reliable high-speed Internet connection; at least 25MBPS.
• Double monitors preferred but not required (if available)

Competitive Salary Package

Work from Home Setup

Note: This is a hybrid-Work From Home opportunity. Regular in-person meetings may be scheduled for key projects and deliverables.

About Us

Anytime Mailbox, a worldwide trailblazer in the virtual mailbox industry, enables individuals, small businesses, content creators, and digital nomads to establish a real street address with a mailbox at over 1,800 locations across the planet. A virtual mailbox eliminates having to be at a physical location to get postal mail while ensuring you'll never miss your mail. With our easy-to-use app, clients can view and manage their postal mail & packages from anywhere in the world and decide whether they want their mail forwarded, scanned, shredded, or thrown away.

We are genuinely decentralized. Embracing work at home since 2013, we appreciate the value of a flexible schedule and work-life balance. We trust our team members to achieve our common goals that have enabled consistent, rapid promotion from within, long-term relationships, and 100% job satisfaction. Because we are at the starting point of our clients' endeavors, our diverse team members enjoy a shared sense of excitement in solution building. Want to join a team enabling our clients to achieve their dreams?

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!

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced DIRECTOR FOR OPEX, TRAINING AND QUALITY 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:

• ·       Implement and maintain a culture of continuous improvement throughout the organization.
• ·       Develop and implement training programs to ensure successful adoption of new processes.
• ·       Communicate and interact effectively and develop credibility and trusted mutually respected relationships with clients, agents, leaders, and team members
• ·       Developing and implementing quality assurance policies and procedures to ensure all BPO services meet or exceed the quality standards required by the clients.
• ·       Supervise a team of Quality Analysts in conducting quality inspections, audits and checks.
• ·       Design, develop, and deliver training programs that address both new employee onboarding and ongoing skill development.
• ·       Conducts analysis on training implementations and is responsible for identifying trends, determine root cause, present findings both internally and externally and lead corrective action plans.
• ·       Developing training deliverables and programs based on audit results, questionnaires, surveys, changing procedures and feedback from agents, SMEs, Leaders, and trainers.
• ·       To work closely with various departments to identify opportunities for collaboration and process improvement.
• ·       Prepare and present reports to clients, highlighting achievements, challenges, and areas for improvement.
• ·       Establish and monitor key performance indicators (KPIs) related to quality assurance and training.

• Prior experience on a Senior Manager or Director level position within Training and Quality
• 3+ years of experience managing the overall Training/QA process ideally for a BPO or similar company
• Solid experience in BPO Operations, Operational Excellence, Training and Data analysis

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

Position: Quality Assurance Tester

Work Hours (Client): Mondays to Fridays, US Timezone, TBD

Pay Range: Upto - $1800/month

Duties and Responsibilities:

Continuous Platform Testing:

● Regularly test core functionalities of the UGC gaming engine to ensure consistent performance.

● Conduct thorough testing of new features and updates before they are deployed.

Bug Reproduction and Reporting:

● Promptly address user-reported bugs by attempting to reproduce them.

● Document detailed steps involved in the reproduction of these bugs.

Issue Tracking and Documentation:

● Create comprehensive tickets in Linear, our project management system, for all identified issues.

● Clearly describe the expected results versus the actual results in the tickets.

● Include detailed steps for reproducing each issue.

Collaboration with Development Team:

● Work closely with the product and development teams to convey findings and follow up on issue resolution.

● Participate in regular meetings and updates to stay aligned with the team & goals and timelines.

Feedback and Improvement Suggestions:

● Provide constructive feedback on platform usability and user experience.

● Suggest potential improvements or features based on testing insights and user feedback.

User Experience Advocacy:

● Ensure that user-generated content (UGC) on the platform maintains a high standard of quality and functionality.

● Advocate for end-user needs and perspectives during issue resolution and feature development.

Compliance and Standards Adherence:

● Ensure that all tests and procedures comply with company standards and best practices.

● Stay updated with the latest trends and best practices in QA testing and UGC platforms.

Reporting and Communication:

● Regularly report on testing progress, issues, and resolutions.

● Maintain clear and effective communication with all stakeholders, including development teams and management.

● 2+ years of Proven experience in QA testing, preferably in gaming or related fields.

● Strong understanding of software development and testing methodologies.

● Familiarity with project management and bug tracking tools, specifically Linear and Discord

● Excellent problem-solving skills and attention to detail.

● Ability to work independently and manage time effectively.

● Strong communication and teamwork skills.

● Passion for gaming and understanding of user-generated content platforms.

About You

Are you looking to combine your strong drive and can-do attitude with a variety of tools, technologies, and methodologies? Do you wonder what it would be like to work at a company that nurtures your passion for technology and enables you to have a real, measurable impact? Do you love to connect with people in a professional environment? Are you patient and perseverant in overcoming challenges, solving problems, and learning new things? Do you adapt well to changing priorities and tasks while always striving to deliver the best quality work without missing a deadline? Do you undertake your work with a high attention to detail?

If your answers are YES and you love to work as hard as you play - this might be the perfect role for you!

Your Responsibilities

As the Quality Assurance Engineer at RepRisk, you will support product development with testing activities. As such, you will be able to make valuable contributions to the Technology team and enable the company to deliver high-level of quality in our products. You will work side-by-side with Technology and Product teams and engage in a wide range of activities based on needs, from manual testing to automated end-to-end testing, to test strategy and process improvements. You will be part of our Technology team and will report to the Technology Lead in Manila, Philippines. This is a hybrid role, two days a week in the office is required. Moreover, you will:

• Be responsible for manual and automated testing which includes creation, execution, and maintenance of test cases/scripts
• Ensure that the software meets the defined functional specifications
• Analyze business requirements and produce a comprehensive test plan based on the test acceptance criteria
• Identify, report, and track system defects and/or problem areas within the software. Ensure that all issues are captured and resolved before reaching the production environment
• Perform both functional (component, smoke, UI, API, regression, etc.) and non-functional tests (load testing, etc.)
• Participate in process improvements and development of test strategies and methods
• Create and maintain testing documentations and training materials

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

• 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

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

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 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

 “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!

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.

Data Quality Analysts are primarily responsible for monitoring and addressing data quality in our Acumen Insights data platform. Data Quality Analysts ensure that data is accurate, complete, consistent, and reliable. They monitor the quality of data that organizations use to make decisions.  Analysts are expected to support projects without assistance and work on multiple projects simultaneously.

Key Responsibilities:

• Proactively monitor, measure, analyze, execute, track, and report on data quality issues
• Understand our data warehouse environment and how it relates to our business transactions
• Ensure enterprise standards are applied and adhered to in our data environments
• Identify anomalies in data and data flows
• Resolve issues
• Interact with business users to resolve data quality problems
• Extract, collect, and collate data
• Analyze data using statistical techniques

If you're looking to build your career in an exciting, challenging, and yet fun and rewarding working environment, this is your sign!

Join us; apply now!

We are looking for a Clinical Quality Control Specialist! As a Clinical Quality Control Specialist, you will be responsible for handling the end-to-end monitoring and inspecting the clinical research protocols subject's chart. As a Clinical Quality Control Specialist, you are also responsible for:

• Generating missed visits and out-of-window reports daily
• Closely coordinate with the onsite team
• Ensure that the visits are scheduled and appropriate documentation is captured within the source.
• End-to-end monitoring of the subject's chart from screening up until the end of treatment
• Make modifications and improvements to the data or reports
• Ensuring that the organization's output is accurate in order to meet established quality standards
• Produce, evaluate, and validate audit reports which will be discussed with the superiors.

What were looking for

• Working knowledge of tools, methods, and concepts of Quality Control or Clinical Research
• Solid knowledge of relevant regulatory standards
• Good communication skills, both verbal and written
• Excellent data collection and analysis skills
• A keen eye for detail and a results-driven approach
• Ability to work in a team-fostered environment.
• Ability to prioritize and organize work in a multitasked environment..
• Ability to maintain the highest level of confidentiality.
• Thorough knowledge of quality control standards and testing methodologies
• An experience as a Clinical Research Associate or Clinical Research Officer (CRA/CRO) is a plus!

• Government-mandated contributions: SSS, Philhealth, PagIBIG
• 13th month pay: computation is based on the basic salary of the employee
• Attendance Incentive: bi-monthly incentive for employees with perfect attendance
• Perks and/or Allowances: Deminimis (non-taxable), benefits of relatively small value intended for the general welfare of employees (Power and Internet Allowance, Meal Allowance, Rice Allowance, Clothing Allowance, Laundry Allowance, and/or Medical Cash Allowance)
• Paid Leaves: 6 VL to take time off, 6 SL (recuperation), 3 EL (emergency situations), statutory leaves (maternity, solo parent, maternity, etc)
• Leave Conversion: maximum of 10 unused leave credits may be converted into cash
• Special Leave Privileges: birthday occasions, client-initiated leaves
• Healthcare Benefit with one (1) dependent
• Life Insurance
• Funeral Assistance: Php 5,000
• Service Award Incentive: rewards and recognition for employees who will successfully reach 1, 3, 5, 7, or 10 years with the company

About IntouchCX 

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

The Senior Director for Training, Quality and Compliance plans, coordinates, directs and supervises all aspects of the support service delivery for a set of specific client programs which can be located over multiple centers in different cities. This position ensures full support to business unit owner client interaction related to service delivery, planning and ensuring client satisfaction on Training, Quality, Compliance and Customer Experience metrics, profitability and revenue maximization, and providing account direction. 

As Senior Director of Training, Quality and Compliance, You Will…

• Manage all aspects of client operations including planning, development, implementation, and maintenance for the account
• Manage day-to-day service delivery through Training and Quality Managers/Senior Managers
• Provide effective coaching to the managers in a timely manner
• Meet or exceed account objectives for revenue, gross profit, quality and customer satisfaction
• Present Training and Quality Data to client during business reviews
• Directly responsible for developing and conceptualizing quality management system in the company
• Identify improvement opportunities, develop and drive appropriate action plans for quality and training enhancement
• Work with the fraud and security team to assess product and process compliance, assess operational risks and develop risk management strategies
• Ensure periodic internal reviews, transaction audits (including physical audits) are done to ensure that compliance procedures are followed
• Responsible for ensuring we disseminate written policies and procedures related to compliance activities
• Ensure that monitoring/auditing, preparing and providing adequate feedback is happening according to SLAs
• Ensure adherence to quality norms as per client specification, also internal policies, procedures, and compliance regulations are being followed
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement
• Manage internal and external quality audits
• Identify root cause analysis of training and quality shortfalls
• Reduce learning curve and help enhance product/process knowledge of new joinees
• Communicate to heighten awareness and focus on the importance of improving the overall customer experience
• Drive Training programs/Certification program at the engagement level and participate in the training programs as trainers
• Maintain the desired target throughput for process training batches
• Develop and maintain client rapport and complete satisfaction with contract and customer services
• Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
• Monitor and report performance metrics and client satisfaction to the client, the company, and our employees
• Accountable for managing account performance against profitability objectives, contract metrics and client expectation
• Assure that contract compliance, documentation and information is up to date and files are maintained
• Assure that contract requirements including process compliance, service levels, talk times, escalations, quality scores, and etc., are routinely conveyed and understood by team members
• Provide the lead role in the absence of the business unit owner, in client communications in matters of support performance reporting, billing, systems, staffing, product development, and complaints
• Accountable for the information conveyed to clients and responsible for distribution to internal management, Sales, and staff of key information received
• Support client goals by improving the quality & efficiency of consumer relation services, update & integrate global technology platforms and optimize & better integrate fulfillment activities
• Responsible for ensuring timely and effective implementation and deployment of regional or global company initiatives within the specific account

As Senior Director of Training, Quality and Compliance, You Have…

• Bachelor’s degree preferred, plus 5-years experience in a Training and Quality Management role
• Experience in handling Process and Regulatory Compliance a plus
• Proven experience in a senior Training and Quality role, preferably at a managerial or Director level
• Strong strategic thinking and planning skills
• Excellent leadership, communication, and interpersonal skills
• Familiarity with the latest learning technologies and trends
• Demonstrated ability to collaborate with cross-functional teams
• Must have strong and effective verbal and written communication skills
• Must be able to deal with confidential/sensitive topics appropriately
• Must be a team player and leader
• Must be able to successfully manage multiple projects simultaneously
• Must have excellent interpersonal, organizational, mediation, and negotiation skills
• Work From Cyber Park Tower 1 Office (Full-Time) but may be asked to report to other Philippine sites as needed

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his/her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

• Quality assurance analysts are responsible for testing, analyzing, and ensuring the quality of software, products, and systems.