Overview
Quality Assurance Specialist Jobs in Taguig, National Capital Region, Philippines at Tata Consultancy Services
Title: Quality Assurance Specialist
Company: Tata Consultancy Services
Location: Taguig, National Capital Region, Philippines
Responsibilities:
- Conduct quality evaluations for customer support interactions and/or internal investigations
- Deliver concise, comprehensive, and actionable insights following a structured format to enable continuous improvement across the business
- Participate in calibration sessions, sharing your evaluation decisions and reasoning with the team to ensure consistency
- Facilitate calibration sessions with Operational Leadership
- Monitor and report on compliance, policy and regulatory adherence
- Collaborate effectively with teammates to achieve shared goals
- Assist in establishing, enhancing, and maintaining aspects of the Quality Management program
You have:
- 2+ years experience in a quality management/assurance role, auditing calls
- Familiarity with project management tools (Notion, Asana, Confluence)
- Strong individual and group project management skills
- Investigative skills and familiarity with navigating standard operating procedures and database tools
- Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing performance and trends
- Strong analytical and problem-solving skills, with a successful track record of implementing processes that scale
- Self-motivated/directed
- Experienced working with technical and non-technical team members.
- Strong problem-solving aptitude, enabling you to systematically approach common and uncommon issues using established quality practices to deliver effective solutions
- Strong attention to detail, enabling you to meticulously follow workflows and pinpoint disparities between documented guidance and agent behavior during interactions
- Results-driven mindset with the ability to work efficiently and accurately within tight deadlines
- Adaptability to meet the evolving needs of the team and business partners
- Innovative thinking that encourages pioneering approaches and impactful contributions that advance the program and support individual, team, and channel growth
- Demonstrated accountability for your work and an unwavering commitment to maintaining exceptional standards of accuracy and performance, even in the face of ambiguity
- 1+ years of experience working in fintech
- 1+ years experience in a project management role
- 1+ years of experience working in a risk role
- 1+ years of experience in a customer experience role
- 1+ years of experience in a complaints and/or escalations management role
- COPC and/or CAMS certification
- Experience with utilizing and/or writing SQL Queries and Snowflake
- Experience developing and managing formula-driven Excel/Google Sheets
