Quality Analyst - Digital Operations, Seabank Experienced

Quality Analyst - Digital Operations, SeaBank Experienced (Individual Contributor) Department Operations
SeaMoney is a part of Sea Group, a leading global consumer internet company. SeaMoney's mission is to better the lives of individuals and businesses in our region with financial services through technology. SeaMoney's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.
Job Description: Performs regular QA evaluation of Customer Service Ops agents' customer handling completed via Call, Live Chat, Email, Webform and Social Media. Performs regular scrubbing or tagging of Bad CSAT cases. Participates or leads calibration or alignment session with the Quality Team, CS Ops Team Leads, Training Team and other Operations Support. Champions process excellence by being proactive in raising issues and gaps for process alignment. Consolidates QA evaluations for reports and analyses. Checks and assess the validity of CS Ops disputes on QA evaluations. Performs QA evaluation on cases completed by New Hires who are on Nesting phase of Process and Product Training. Report regularly to QA Lead and perform other functions as deemed necessary by the Senior Management. Requirements: Bachelor's degree in any related fields. 1-2 years of work experience in Quality Analyst, Quality Assurance or other similar roles preferably in a financial industry. Has experience in QA monitoring of transactions completed by Customer Service Operations agents. Must have good writing and verbal English communication skills. Must have a basic know-how in using Google applications, specifically Sheets and Slides. Open to work in Mandaluyong City, Ortigas.