Associate Quality Assurance Analyst

SJ Group Mandaluyong, National Capital Region, Philippines

Associate Quality Assurance Analyst

This role will be responsible to ensure service quality of day-to-day Global Shared Services operations: Conducting quality audit, service review, QA training, calibration sessions, customer experience analysis, and creating process improvements and projects to improve customer experience.

Key Responsibilities

• Conduct quality audit and transaction monitoring to identify people and process opportunities.
• Perform detailed analysis and service quality review of the shared services operations.
• Conduct calibration sessions to ensure and maintain alignment on process and compliance to standards.
• Conduct analysis on customer experience and provide recommendations to improve customer satisfaction.
• Drive a culture of feedback and continuous quality improvement by conducting QA talk, feedback training, business re...