Temporary Quality Specialist (Less than 3 months)

Role Details

Contract Duration: Temporary, less than 3 months

Work Schedule: To be determined

Work Type and Location: Hybrid, Metro Manila

Expected 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 smart, empathetic, support-focused Quality Assurance Associate (QA) professional to review phone calls, chats, and emails for multiple programs. As a Quality Assurance associate at PartnerHero, you will focus on auditing and reviewing calls, chats, and emails on a daily basis, as well as assessing compliance with company policies and procedures.

A successful candidate will be able to accurately and consistently score an interaction against a QA rubric, provide coaching recommendations based on trends observed, fully master the product, keep up with updates and be on the lookout for ways to improve the quality rubric or support processes. The ideal candidate will be detail-oriented, focused, able to work independently, and able to confidently express areas of improvement backed by data.

What You'll Do...

• Reviewing interactions for quality and compliance
• Participating in root cause analysis (RCA) of qualitative and quantitative data
• Utilizing the quality scoring tool and providing product feedback
• Assisting in training and mentoring other QA associates as needed
• Participating in regular meetings for calibration and coaching strategy
• Developing insights and recommendations from analysis of quality audits
• Creating reports for leadership
• Remaining up to date on all partner processes, products, and policies impacting the operation
  
  
  

What we expect from you:

• 1+ years experience in QA in a professional business environment
• Ability to quickly learn and absorb partner culture, processes, and policies
• An understanding of the importance and impact QA can have on a support organization
• Strong oral and written communication
• Organizational skills
• Excellent time management skills and ability to meet deadlines reliably
• Identify trends and root causes of these trends
• Ability to create reports from data
• At least 1 year in a customer service/sales role
• Ability to maintain strict confidentiality and awareness of implicit bias
• Highly analytical and data-driven, with experience creating and delivering KPI reporting
• Proactive attitude and growth mindset; you’re always looking for new problems to solve
• Tech-savvy (you are equally versed in a multitude of LMS platforms, Google Suite, and Slack)
• Exceptional customer service sensibilities
• Organized and effective manager of time
  
  
  

What you will get in return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
  
  
  

Company 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 change
• Manifest 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.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

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