Quality Assurance and Control Analyst
Philippines - Operations
As a Quality Assurance and Control Analyst, you’ll play a critical role in ensuring service excellence and compliance within the organization. You will be reporting to the QA Lead you are responsible for developing, directing, and coordinating a comprehensive QA&C program. In this role, you’ll ensure that all processes meet established standards and align with the bank’s policies and procedures.
Responsibilities
- Conduct both manual and automated customer interaction audits and prepare comprehensive quality performance reports.
- Provide actionable feedback to improve service quality.
- Represent the team in quality calibrations.
- Identify process gaps and recommend improvements.
- Conduct coaching sessions on quality issues.
- Monitor interactions and evaluate compliance.
- Analyze audit findings, track trends, and implement corrective actions.
- Ensure compliance with regulatory and quality requirements.
- Document and resolve process defects.
- Collaborate with the QA team to address issues and optimize workflows.
- Test scenarios (positive and negative) for accuracy and reliability.
- Recommend automation ideas to reduce manual effort and enhance coverage.
Qualification
- Minimum 2 years of QA experience in a call center setting.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to think outside the box and embrace innovation.
- Proficient in English and Filipino.
- Good presentation skills and a passion for coaching.
- Adaptable to hybrid work setup (WFH + Onsite).
Interested? Send us your CV attalentacquisition@tonikbank.com
