Quality Analyst (Level 2)
Metro Manila Quality
Job Type
Full-time
Description

About The Role


As a Quality Analyst at PartnerHero you will be a member of our audit-the-auditor program for a FinTech partner. You will focus on reviewing, analyzing, calibrating, and reporting on quality data and assessing for critical insights and continuous improvement. You’ll be part of a highly calibrated, fine-tuned, agile team of auditors.


You’ll Be...

  • Reviewing and scoring interactions according to an established rubric, evaluating for quality and compliance
  • Comparing results of your score to the original auditor’s score
  • Assisting with compiling reports on auditor variance 
  • Assessing auditor’s coaching and feedback effectiveness 
  • Acting as a subject matter expert for QA and provide improvement suggestions
  • Providing mentorship and training for QA Analysts as needed
  • Participating in regular meetings for calibration and coaching strategy
  • Developing insights and recommendations from analysis of quality audits
  • Remaining up to date on all necessary processes, product and policy impacting the operation

What You Bring To The Table

  • At least 1 year in a customer service Quality Assurance role or FinTech or FiServe support industry
  • Strong knowledge of Customer Support and QA best practices
  • An understanding of the importance and impact QA can have on a support organization.
  • Strong oral and written communication.
  • Organization and prioritization skills.
  • Excellent time management skills and ability to meet deadlines reliably.

What We Provide

  • Location: Metro Manila - TBD (Work Onsite)
  • Start Date: To launch this October 2022
  • Full time with the potential for overtime if requested by Partner
  • Competitive compensation based on experience
  • Attractive benefits package including medical, dental and vision options
  • Access to free posture-based fitness workouts from home
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross functional development

Why PartnerHero?


PartnerHero is a mission driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech forward companies including Etsy, Udemy, Rachio, Duet, and Bento Box to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs. 


How We’re Different


Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity. 


Read more about our Core Values and story here.