Quality Assurance Analyst Job at Partner Hero Inc – in Remote

Job Description

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 Quality Assurance Analyst 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.

You’ll Be…

Reviewing and scoring associate interactions according to an established rubric, evaluating for quality and compliance

Preparing reports for Team Leads, Program Managers, and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements

Participating in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance

Utilizing a quality scoring tool to log insights, and provide product feedback to improve the tool

Assisting in training and mentoring other QA Analysts as needed

Participating in regular meetings for calibration and coaching strategy

Developing insights and recommendations from analysis of quality audits

Creating reports for leadership and other key stakeholders

Remaining up to date on all necessary processes, product and policy impacting the operation

What You Bring To The Table

At least 1 year in a customer service/sales role

Strong knowledge of Customer Support best practices

An understanding of the importance and impact QA can have on a support organization.

Strong oral and written communication.

Organization and prioritization skills.

Excellent time management skills and ability to meet deadlines reliably.

Ability to identify trends and root causes of these trends.

Data driven reporting abilities- using visualizations, spreadsheets and other data

Ability to maintain strict confidentiality and awareness of implicit bias

Bonus if you have

Previous quality monitoring experience

Previous Business Process Improvement experience

Previous work experience at a startup

Strong remote working experience

What We Provide

Location: Metro Manila (WFH Until Further Notice)

Full time with the potential for overtime if requested by Partner

Competitive compensation based on experience

Attractive benefits package including medical, dental and vision options

Access to free posture-based fitness workouts from home

Training opportunities provided by PartnerHero and outside entities

1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross functional development

Why PartnerHero?

PartnerHero is a mission driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech forward companies including Etsy, Udemy, Rachio, Duet, and Bento Box to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity.

Read more about our Core Values and story here.

About Company

Company: Partner Hero Inc –

Company Location:  Remote

About Partner Hero Inc -