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Quality Analyst

15 Oct, 2024

  • usaManila, Philippines
  • usaFull Time
  • usaSupport
  • usaRemote
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Wing is on the exciting mission of redefining the future of work for companies across the world. We are looking to be the one-stop shop for companies that are looking to build world-class teams & place their operations on autopilot.

The Role

We’re seeking an experienced quality assurance specialist to build upon this reputation with an unwavering commitment to meticulous production. You will be charged with developing a complete QA program that safeguards the quality of our service & products and fosters a “quality culture,” in which all employees become actively engaged in guaranteeing quality at the service & account level. The QA shall ensure that all VA-client interactions and output delivered by the VA result in a positive experience and are performed following predetermined quality guidelines.

Responsibilities

The QA shall play a crucial role in ensuring that the quality of service delivered by all Wing Virtual Assistants is at  the level expected by the company and its clients.

The QA shall execute this by:

Performing Quality Checks that are accurate and impartial on VA and Client interactions in the various communications tools utilized to ensure that compliance to the quality standards are followed and maintained.
Creating reports on Quality Checks done monthly or as the business dictates.
Maintaining a database on the quality scores of all Virtual Assistants to identify trends and opportunities for additional training or corrective actions.
Monitoring corrective action plans set by Virtual Assistants and Supervisors in the coaching sessions to ensure these address issues surfaced in the quality checks.
Facilitating regular calibration sessions with other Quality Analysts to ensure consistent and fair scoring across all teams
Facilitating Quality Guideline rollouts for new hires.
Participating in process improvement designs related to quality (identify new KPIs), technology, agent-customer interaction flows, etc.
Maintaining a database of exceptional VA and Client interactions for future use of Training, Marketing or Sales.
Performing information security audits on communication tools used as needed by the business.

The QA shall have the following skills:

Able to communicate effectively both written and verbal
Strong interpersonal skills
Strong organizational skills
Ability to analyze and interpret data
Ability to convert data to charts, table or graphs for easy understanding of users
Able to identify performance or process gapsQUALIFICATIONS (will depend on the pay grade set) 
Candidates must possess at least a Bachelor's/College Degree in a Business related field preferred.
At least 2 years experience in customer service or call center environment dealing directly with customers. Experience as a virtual assistant will be a plus
At least 2 years in a Quality Analyst role

Schedule: US work hours (20-40 hours per week)
Location: This is a remote job

Please note:
• Only qualified candidates will be invited to take the assessment & scheduled for an interview.
₱30,000 - ₱35,000 a month
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Wing Assistant

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