Quality Assurance and Control Analyst

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Quality Assurance and Control Analyst

Philippines - Operations

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As a Quality Assurance and Control Analyst, you’ll play a critical role in ensuring service excellence and compliance within the organization. You will be reporting to the QA Lead you are responsible for developing, directing, and coordinating a comprehensive QA&C program. In this role, you’ll ensure that all processes meet established standards and align with the bank’s policies and procedures.

Responsibilities

Conduct both manual and automated customer interaction audits and prepare comprehensive quality performance reports.

Provide actionable feedback to improve service quality.

Represent the team in quality calibrations.

Identify process gaps and recommend improvements.

Conduct coaching sessions on quality issues.

Monitor interactions and evaluate compliance.

Analyze audit findings, track trends, and implement corrective actions.

Ensure compliance with regulatory and quality requirements.

Document and resolve process defects.

Collaborate with the QA team to address issues and optimize workflows.

Test scenarios (positive and negative) for accuracy and reliability.

Recommend automation ideas to reduce manual effort and enhance coverage.

Qualification

Minimum 2 years of QA experience in a call center setting.

Excellent verbal, written, and interpersonal communication skills.

Ability to think outside the box and embrace innovation.

Proficient in English and Filipino.

Good presentation skills and a passion for coaching.

Adaptable to hybrid work setup (WFH + Onsite).

Interested? Send us your CV attalentacquisition@tonikbank.com

Apply for this position

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customercare@tonikbank.com

+63 2 5322 2645

Please note that our customer service team is available from 6:00 AM to 9:00 PM.

For fraud related concern, our hotline is available 24/7

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DLF IT Park, 1/124 Block 10, 6th Floor, DLF IT SEZ, Mount Poonamalee Road, Nandambakkam Post, Manapakkam, Chennai 600 089, India

Deposits are insured by PDIC up to ₱1 Million per depositor.

Tonik Digital Bank, Inc. is regulated by the Bangko Sentral ng Pilipinashttps://www.bsp.gov.ph/.

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