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Tonik • Singapore, Singapore
Philippines - Operations
Apply for this position
As a Quality Assurance and Control Analyst, you’ll play a critical role in ensuring service excellence and compliance within the organization. You will be reporting to the QA Lead you are responsible for developing, directing, an
Philippines - Operations
Apply for this position
As a Quality Assurance and Control Analyst, you’ll play a critical role in ensuring service excellence and compliance within the organization. You will be reporting to the QA Lead you are responsible for developing, directing, and coordinating a comprehensive QA&C program. In this role, you’ll ensure that all processes meet established standards and align with the bank’s policies and procedures.
Responsibilities
Conduct both manual and automated customer interaction audits and prepare comprehensive quality performance reports. Provide actionable feedback to improve service quality. Represent the team in quality calibrations. Identify process gaps and recommend improvements. Conduct coaching sessions on quality issues. Monitor interactions and evaluate compliance. Analyze audit findings, track trends, and implement corrective actions. Ensure compliance with regulatory and quality requirements. Document and resolve process defects. Collaborate with the QA team to address issues and optimize workflows. Test scenarios (positive and negative) for accuracy and reliability. Recommend automation ideas to reduce manual effort and enhance coverage.
Qualification
Minimum 2 years of QA experience in a call center setting. Excellent verbal, written, and interpersonal communication skills. Ability to think outside the box and embrace innovation. Proficient in English and Filipino. Good presentation skills and a passion for coaching. Adaptable to hybrid work setup (WFH + Onsite).