Quality Assurance Lead
Bridge
Ortigas, Pasig City, Metro Manila, Philippines
6d ago

About the Role

As a Quality Assurance Lead , you will be challenged to perform quality audits and find out areas of improvement for our team, while doing deep-dive analyses to find trends and root causes of errors to give feedback on agent performance.

Your impact on elevating the performance of our operations team will be the lifeblood that powers the company's explosive growth and enables our consumers and enterprise clients to access on-demand photography worldwide.

What You'll Do ...

  • Monitor communications across email, phone and chat channels to identify areas for improvement
  • Provide quality intelligence to help managers optimize support logic and to provide insights to the training team to bridge the knowledge gap
  • Report on weekly quality metrics
  • Identify root causes and improvement opportunities in training, process and policies
  • Set up the QA process from scratch and create SOPs for future QA hires
  • Hustle - take ownership of the company's growth and do whatever it takes to get the job done
  • What you'll need :

  • Bilingual proficiency in written and spoken English
  • At least 3 years of experience in quality assurance, with minimum 1 year in a lead role
  • Great spreadsheet skills to analyze data and manage projects
  • A "let's get it done" mindset
  • The ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well
  • Job Benefits :

  • competitive salary
  • HMO (w / dependent)
  • great workspace in Ortigas CBD
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