QA Analyst
QA Analyst
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1 Vacancy
Job Description
Elevate user experience through toptier quality assurance.
Our client Bonterra Tech is a leader in nonprofit software providing cuttingedge solutions that empower social good organizations to maximize their impact. With a commitment to innovation and purpose they create enterprisegrade technology that helps nonprofits corporations and agencies raise more funds scale operations and drive meaningful change. At Bonterra employees thrive in a collaborative environment where worklife balance career growth and professional fulfillment are valued. Joining their team means working at the forefront of technology while making a real difference in communities worldwide.
Be Part of Something Bigger as a QA Analyst
Be part of our client s team as a QA Analyst ensuring software quality through meticulous evaluation and analysis. You ll monitor processes identify improvements and collaborate with teams to enhance performance. Your role will be instrumental in maintaining the highest standards for customer satisfaction and operational efficiency.
Career Snapshot: What You Need to Know
Shift: Rotating Shifts (8:00 AM 5:00 PM EST / 9:00 AM 6:00 PM EST)
Work Setup: Onsite Clark Pampanga
Quality Assurance & Monitoring:
- Evaluate calls emails chats and interactions for compliance with quality standards.
- Assess team performance based on accuracy customer satisfaction and adherence to protocols.
- Identify patterns and trends to drive continuous improvement.
Reporting & Feedback:
- Generate detailed quality reports for stakeholders and management teams.
- Provide constructive feedback to enhance performance and efficiency.
- Partner with training and operations teams to address gaps and implement solutions.
Process Improvement:
- Develop and refine quality assurance guidelines checklists and frameworks.
- Conduct root cause analyses and propose initiatives to resolve recurring issues.
- Ensure timely execution of quality standards in alignment with business goals.
Collaboration & Support:
- Act as a bridge between quality assurance and operations teams for seamless communication.
- Facilitate calibration sessions to align quality expectations.
- Assist in onboarding and training new QA analysts as needed.
Requirements
What It Takes to Excel in This Role
Education & Experience:
- Bachelor s degree in Business Communications IT or a related field.
- 35 years of QA experience in BPO shared services or IT environments.
- SaaS or technology support experience is an advantage.
- Familiarity with Zendesk or other CRM software is preferred.
Skills & Competencies:
- Strong analytical and criticalthinking skills.
- Excellent written and verbal communication abilities.
- Proficiency in quality monitoring tools CRM platforms and reporting software.
- Ability to multitask and prioritize in a fastpaced environment.
- Strong interpersonal skills for effective feedback and collaboration.
Additional Requirements:
- Experience with QA frameworks in customer service technical support or sales is a plus.
- Willingness to work in rotating shifts as required.
Benefits
Unlock a World of Perks & Benefits
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Prime office location (Easy access to MRT stations restaurants and banks)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Welcome to Emapta Philippines!
Join a team that values camaraderie excellence and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 Emapta stands proudly alongside industry giants offering stability and exciting career opportunities. Your career flourishes here with competitive compensation international clients and a work culture focused on collaboration and innovation. Work with global clients across industries supported by a stable foundation and likeminded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!
What It Takes to Excel in This Role Education & Experience: Bachelor s degree in Business, Communications, IT, or a related field. 3-5 years of QA experience in BPO, shared services, or IT environments. SaaS or technology support experience is an advantage. Familiarity with Zendesk or other CRM software is preferred. Skills & Competencies: Strong analytical and critical-thinking skills. Excellent written and verbal communication abilities. Proficiency in quality monitoring tools, CRM platforms, and reporting software. Ability to multitask and prioritize in a fast-paced environment. Strong interpersonal skills for effective feedback and collaboration. Additional Requirements: Experience with QA frameworks in customer service, technical support, or sales is a plus. Willingness to work in rotating shifts as required.
Employment Type
Full Time
