Quality Specialist

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Permanent
Work Schedule: To be Determined
Work type and Location: Hybrid, Metro Manila
Target Start Date: February 20, 2025

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 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.

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, product and policy impacting the operation.

What we Expect from you:

• 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

• Previous quality monitoring experience.
• Previous Business Process Improvement experience.
• Previous work experience at a startup.
• Strong remote working experience

What you Will Get in Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• 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.