Quality Insights Specialist - Remote

Department: Talent TeamLocation: PhilippinesCompensation: ₱25,000 - ₱30,000 / monthDescriptionAbout MagicMagic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.BackgroundOur company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.Check out Magic's Business ProfileKnow more about our Team via Magic's Careers PageWhy does this role exist?The Quality Insight (core) department is a small team that helps operations measure and quantify their goals into metrics. Quality Analysts are essential in generating metrics for operations that help define their performance and areas of improvements, both for individual Magicians as well as the teams they work in. They review requests and work, flag errors, and course correct as necessary to ensure that operations are able to work in the correct direction and fulfill the needs of Magic's clients.The Impact you'll makeQuality AssessmentAssess tasks for overall quality and flag errors (both internal and external) per individual. This covers messages and output sent between magicians and clients as well as internal tasks involving information management, used strategies, and other Magic SOPs. This generates quality metrics for operations.Ensure there is little to no backlog.Fulfillment AssessmentRead through the requests and define if Magic was able to fulfill the client’s needs. This generates fulfillment metrics for operations.Ensure there is little to no backlog.Task ReviewAssign request verticals and other necessary information to help classify and quantify the requests.While requests are open, review if the request is headed in the right direction and course correct to help operations pivot if needed. This provides an extra set of eyes on operations’ work to further help fulfill the client’s requestsDevelopment, Refining, and Coordination of Magic’s Quality InitiativeAssist in the creation or redefinition of quality initiative in line with any goals operations has or may have.Coordinate with operations team leads regarding recurring issues, questions, and areas for improvement.Measure of SuccessFlag crosschecking (internal and external) and course correctionsFulfillment crosschecking and disputesGrading speed and backlogTeam coordination and self reportingRequired ExeperienceHas knowledge of or able to quickly pick up how to use Magic’s internal platformHas a good understanding of the current flag system being used in addition to Magic and B2B SOPs or is able to quickly pick up the flag system and Magic and B2B SOPs.WFH Set-Up:Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.Internet speed of at least 40MBPSHeadset with an extended mic that has noise cancellation and a webcamBack-up computer and internet connectionQuiet, dedicated workspace at homeYour superpowers are...Attention to detail and the ability to spot even minor errorsGood information retention, especially several SOPs (both for specific clients and Magic general SOPs) and for reading requests that can span several days or weeksAdaptability to changing SOPsYou should apply if...You love reading. There will be a lot of readingYou have an eye for detail and can spot inefficiencies in a taskYou are adaptable and retain information wellYou want another avenue to provide learning opportunities to your fellow magiciansYou want to be part of Magic’s Quality InitiativeBenefitsWhat to expect...Work-from-home setup: Fully remote position with flexibility to work from your preferred locationWorking hours: Monday - Friday (Flexible clock in times)Salary range: Php 25,000 - 30,000 / per month