Quality Assurance Associate

What you'll do

• Review multi-channel customer touchpoints, organize regular calibration sessions, and monitor service trends to measure team performance and maintain high CX quality standards.

• Conduct weekly 1-on-1 and targeted group coaching sessions to deliver constructive feedback, address performance lapses, and eliminate process gaps across CX teams.

• Review and support the onboarding workflow for partner merchants, ensuring rigorous Know Your Business (KYB) compliance, smooth merchant setup, and effective handling of merchant-related escalations.

• Analyze customer dissatisfaction data and touchpoint feedback to uncover root causes, identify chatbot/automation integration opportunities, and drive strategies that boost agent efficiency.

• Partner with CX leadership, Training, and L&D teams to streamline service delivery standards and document negative scenario handling to ensure team readiness for new product/feature rollouts.

• Leverage data visualization tools to analyze quality metrics, highlight operational successes, and present structured, actionable insights to CX leadership to drive continuous business impact

What we expect from you

• Graduate of Business Administration, Management, Finance, Operations, or related field; BPO experience in international financial services, fintech, or digital payments is highly preferred.

• Proven track record in Customer Service, Quality Assurance/Audit, and hands-on experience or working knowledge in partner merchant onboarding and KYB processes.

• Proficient in Google Suite, support metrics, data visualization, and basic business analytics, with an ability to connect CX performance to key business outcomes (AI/automation experience is a strong plus).

• Excellent written and verbal communication skills in both English and Filipino, with high emotional intelligence and skill in delivering tough or constructive feedback.

• Exceptional analytical and critical thinking skills under pressure, capable of formulating root-cause solutions and working with minimal supervision in a fast-paced environment.

• Highly flexible team player who thrives wearing multiple hats, with strong organizational skills and a proven track record of drive, execution, and ownership.