Role Details Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Permanent
Work Schedule: To be Determined
Work type and Location: Hybrid, Metro Manila (Mostly Remote)
Target Start Date: ASAP
About The Role We are looking for a passionate, support-focused Quality Assurance (QA) professional to take on our growing operations and need for world class quality Customer Support. As a CS Quality Assurance Specialist at PartnerHero you will focus on reviewing CS interactions on a daily basis and assessing for critical insights and continuous improvement.
A successful candidate will be able to accurately and consistently score an interaction against a QA rubric, provide actionable recommendations based on trends observed, fully master the product and processes, keep up with changes and be on the lookout for ways to improve the quality program overall. The ideal candidate will be detail-oriented while able to see the big picture, a strong independent worker, who is able to confidently express areas of improvement backed by data.
What You'll Do: Conduct quality assurance evaluations of customer interactions (calls, chats, emails) to ensure adherence to established policies and procedures.Provide actionable feedback and coaching to agents based on evaluation results.Identify trends and areas for improvement in service quality and operational efficiency.Collaborate with operations and training teams to implement quality initiatives and training programs.Prepare and maintain accurate QA reports and documentation.Participate in calibration sessions to ensure consistency and accuracy in evaluations.Stay updated with industry best practices and quality assurance standards. What we Expect from you: Proven work experience as a Quality Assurance Specialist or similar role in a BPO environment for at least two (2) years.Strong understanding of quality assurance processes and methodologies.Excellent analytical and problem-solving skills.Ability to multitask and manage competing priorities effectively.Strong communication and interpersonal skills.Proficiency in using QA software and tools.Bachelor's degree or equivalent experience preferred.Bonus Points if you Have:Previous quality monitoring experience.Previous Business Process Improvement experience.Previous work experience at a startup.Strong remote working experienceWhat you Will Get in Return: Hybrid workplace - depending on the partner, role, management, and/or personal workspaceOvertime is available if applicable Full-time employmentCompetitive compensation based on experienceA dedicated wellness program, including support from an in-house psychologistAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
Care for others - Cooperate, empathize, and seek opportunities to put each other first.Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to changeManifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.Take ownership - Doing the right thing should come naturally.Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleaguesPartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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