Bpo Quality Specialist

Role Details Contract Duration: Permanent
Work Schedule: To be Determined
Work type and Location: Hybrid, Metro Manila
Target Start Date: ASAP
About Us A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
We are recognized as a Most Loved Workplace, and we think it's because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So, bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

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 CS Quality Assurance Specialist at PartnerHero, you will focus on reviewing CS interactions daily and assessing 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 can confidently express areas of improvement backed by data.
What You'll Do: Review and score associate interactions according to an established rubric, evaluating for quality and compliance.Prepare reports for Team Leads, Program Managers, and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements.Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance.Utilize a quality scoring tool to log insights, and provide product feedback to improve the tool.Assist in training and mentoring other QA Specialists as needed.Participate in regular meetings for calibration and coaching strategy.Develop insights and recommendations from analysis of quality audits.Create reports for leadership and other key stakeholders.Remain up to date on all necessary processes, products, and policies impacting the operation.What we Expect from you: At least 2 years of related experience in the Quality Assurance role in the BPOStrong knowledge of Customer Support best practicesAn 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 dataAbility to maintain strict confidentiality and awareness of implicit biasBonus Points if you Have:Previous quality monitoring experience.Previous Business Process Improvement experience.Previous work experience at a startup.Strong remote working experienceWhat you Will Get in Return: Hybrid workplace - depending on the partner, role, management, and/or personal workspaceOvertime is available if applicable Full-time employmentCompetitive compensation based on experienceA dedicated wellness program, including support from an in-house psychologistAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
Care for others - Cooperate, empathize, and seek opportunities to put each other first.Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to changeManifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.Take ownership - Doing the right thing should come naturally.Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.