Job Description

About Etaily

At Etaily, we are re-imagining retail every day. We are proud to reach millions of consumers and have developed us as the home of lifestyle brands in beauty, fashion, consumer electronics and home categories. We are providing powerful end-to-end, data-driven, and tailored services that solve years of frustration among leading retail brands in bringing their businesses to the 21st century.

Our culture is fast- paced and unique, we recognize great achievements with great rewards. To support our ambitious growth, we are looking for commercially astute, ambitious individuals that can bring fresh and innovative thinking to Etaily and play a part in driving us forward on our truly exciting journey. Etaily believes in the power of meritocracy. We invest in the development of our people to help everyone achieve their full potential.

Be part of our mission

We’re looking for passionate people to join us on our mission. We value flat hierarchies, clear communication, and full ownership and responsibility.

Benefits include

• Quality-driven environment
• Competitive compensation
• Health Insurance
• Company-wide Recognition (Values & Results Champion)
• Mental Health Program
• Remote-friendly environment
• Great company culture

We are looking for a

Quality Assurance Analyst

Principal Duties and Responsibilities

Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers and improve the data given to the clients. It is, therefore, important for the Customer Service Department to have a plan for a quality assurance program, and understand the main role and responsibilities.

Job Responsibilities

• Participates in the design of the QA monitoring sheets and sets quality standards for chats and email interactions.
• Look, propose and use a quality monitoring data management system for compiling and tracking of the performance of the team and the agents individually.
• Facilitates calibration sessions for the agents.
• Provides feedback, and recommendations through coaching sessions or focus group discussions to the main stakeholders.
• Generate comprehensive performance reports on evaluations daily, weekly and monthly basis which will include assessment sampling, defects, QA scores, etc.
• Supports continuous improvement of training modules, programs and processes to ensure alignment of QA standards and processes.
• Perform other duties as assigned

Your profile

After earning your outstanding degree at a top university, you have gained work experience in a top-tier e-commerce player, consulting companies and/or in start-ups. Moreover, you have a proven track record of personal, academic and professional achievements. Your knowledge of the internet and e-commerce sector in the region is impressive as well as your high drive and ambition to perform. Independence, flexibility and speed are as important to you as geographical mobility and international experience. Entrepreneurial drive, sales attitude and the ability to achieve goals in a fast-paced environment complete your profile.

Key Qualifications

• Minimum of 2 years university required and at least 2-3 years experience in the BPO QA Field and environment
• Experience with monitoring emails, chats, and voice interactions
• Can conduct Root Cause Analysis
• With knowledge of Quality Tools, Concepts and methodologies
• Know of relevant regulatory requirements
• Strong computer skills, applications and databases
• Must have an internet connection speed of 15mbps and above with 8GB ram for laptop/PC
• Must be amenable to report to the Makati office to the Head of Customer Service at least 1-2x a week

Key Competencies:

• Excellent and clear verbal, written, and interpersonal communication skills with all levels of management
• Strong analytical and problem solving skills with ability to work, plan, and organize
• Must be a self-motivator and self-starter
• Able to multi-task, prioritize, and manage time efficiently
• Excellent leadership, team building, and management skills
• Creative ability and writing proficiency
• With excellent attention to detail
• Zero to minimal training needed, ready to hit the ground running
• Must be resourceful and able to learn independently
• Very knowledgeable and comfortable using different customer interaction channels
• Ability to adapt to a flexible schedule

Etaily is proud to be recognized as a Great Place To Work® Certified organization.