Quality Assurance Analyst Job at Partner Hero Inc – in Remote
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.
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
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.
Company: Partner Hero Inc –
Company Location: Remote