Quality Assurance Analyst (Tagalog) - Penang
Salary undisclosed
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Qualifications:
Preferred Qualifications:
Responsibilities:
Minimum Skills to Hire:
- Minimum bi-lingual proficiency, tri-lingual and above is preferred.
- Language proficiency in Tagalog and English is mandatory.
- Account Management background.
Preferred Qualifications:
- Phenomenal communication, presentation and public speaking skills.
- Organizational and time management abilities.
- Critical thinking, analytical and decision making abilities.
- People management.
Responsibilities:
Responsibilities:
Ensuring the transactions by the associates are as per client guidelines- Conduct root cause and other data analysis.
- Participate as project team member in problem prevention and continuous improvement projects.
- Identify improvement opportunities within the eCommerce environment.
- Act as liaison with SAM managers and Team Leads to ensure consistent quality measurements throughout the operation.
- Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads.
- Act as escalation point of contact for process questions, issues, and resolution.
- Act as Subject Matter Expert (SME) for QA evaluations.
- Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA.
- Coach the team on defect & design effective action plan if required.
- Deep Dive & trend analysis on defects on completed transactions.