QA Staff
Job Description
Job Summary:
· This role involves conducting regular and random audits of customer interactions at MERALCO Business Centers to ensure adherence to quality standards and audits of documented transactions by the CCR through the Meralco system.
· Key tasks include observation of CCR behavior and case documentation, using Quality Assurance checklists to assess interactions and documentation. The audit findings and performance are documented, analyzed, and reported weekly, monthly, quarterly, and annually. The role also includes preparing report presentations for management, identifying root causes of failed audit scores, and suggesting corrective and/or preventive actions.
Qualifications
Job Qualifications:
· Male / Female
· Graduate of any 4-year course (preferred but not required),
· Senior High School Graduate or College Undergraduate (at least 2 years college from old curriculum)
· Proficient to MS Office applications – MS Word, MS Excel, MS Powerpoint.
o Familiarity with cloud-based platforms for data management (e.g., OneDrive, SharePoint)
o PowerBI skills – not required but an advantage
· Excellent analytical skills and problem-solving skills – can interpret data into report.
· Can fluently write, speak and understand English and Tagalog.
· Strong attention to details and strict adherence to report schedules, guidelines and policies.
· Experience as a QA in a BPO setting that conducts audits, assessing performance, and generating detailed reports is an advantage.
· Able to commit in meeting the KPIs that includes – Job Quality, Productivity, Adherence to Schedule and others)
· Amenable to conduct on-site audits at least once to thrice a week.