Quality Assurance (QA) Analyst
3 years experience required
TRUSTe
Unit 903, 9th flr., INSULAR Life Business Centre, Mindanao Ave., cor Biliran Road, Cebu Business Park, Cebu City, Cebu
Details
TRUSTe is the market leader in privacy management solutions, enabling businesses to optimize their e-commerce, mobile, cloud, social, and advertising channels. We are best known for our green Certified Privacy Seal now displayed on over 4,000 websites (including Apple, Disney, Groupon, Verizon, and Zynga) and seen by millions of customers each year. We are experiencing rapid growth driven by the increased use of customer data to power new online channels like targeted ads, mobile apps, and cloud services – and the corresponding demands from consumers and regulators for more transparency and control over this data usage. Businesses turn to TRUSTe to build / protect their brand, maintain compliance, and increase sales. We have strong financials, are backed by leading venture capital firms (including Accel), and have a deep and talented executive team including veterans from AOL, HP, Double Click, Google, VeriSign, and Yahoo. Lea rn more at http://www.truste.com." >http://www.truste.com.
This position is located is located in Cebu at the brand new Insular Building connected to the Ayala Terraces.
We feature a fast-paced entrepreneurial environment that places heavy emphasis on innovation, teamwork, and an ongoing commitment to making the internet a safe and productive place to do business. We work hard and we play hard. We have some unique benefits including a fully stocked kitchen with snacks, food and drinks; a break room with plasma TV and Wii, occasional island hopping boat trips and holiday beach parties. Of course we offer competitive benefits such as – Excellent salaries, company paid health insurance, life insurance, a bonus program, stock options and 3rd shift salary differentials. Most importantly, however, we are aiming to change the world and design the next generation of Internet infrastructure to make our world a safer and better place.
QUALITY ASSURANCE (QA) ANALYST
Description:
TRUSTe's Quality Assurance (QA) Team is responsible for monitoring internal work performed by Client Service Managers (CSMs) who perform privacy certifications on web sites, mobile applications and web sites and cloud environments. TRUSTe's CSMs utilize a combination of processes, tools and technology coupled with customer interactions and TRUSTe's Program Requirements to certify and monitor customer properties for privacy certifications. Once clients meet criteria defined in TRUSTe's Program Requirements they become 'TRUSTe-certified' and are provided with the TRUSTe seal that is recognized throughout the world. The TRUSTe seal promotes online trust which represents customers who have opted to be part of an elite group who value best-of-breed privacy practices and want to differentiate their businesses with the TRUSTe seal.
This TRUSTe QA Analyst opportunity in Cebu City, Philippines, will work directly with their Team Lead who is located in San Francisco, CA, and will work hours that equate to business days in the United States (i.e., Cebu City Graveyard shift). This two-person TRUSTe QA Team will be tasked to provide exceptional support for their customer base, which mainly includes TRUSTe's Client Service Managers (CSMs), who perform TRUSTe's privacy certifications. If you have a passion for ensuring that intuitive, easy-to-use privacy controls are provided to consumers--and you also enjoy technology, online environments (PCs, mobile devices and cloud environments) and have a keen sense of accuracy and attention to detail--this opportunity may very well be for you! The TRUSTe QA Team is also responsible for defining and delivering solutions that drive continuous quality improvement through CSM training, management reporting and key performance indicators for internal and external customers at TRUSTe.
The four main objectives that we have identified for the QA Analyst include:
1.Performing consistent, periodic monitoring and reporting of internal TRUSTe resources and their adherence to defined certification procedures,
2.Defining, documenting and analyzing QA-related metrics for TRUSTe's resources that perform certifications,
3.Defining and delivering training that addresses issues found and that ultimately drive increased certification accuracy among TRUSTe's CSM Team,
4.Recommending and implementing changes to certification solutions that enhance overall quality and business effectiveness and/or customer satisfaction, and
5.Perform various additional tasks or projects on an as-needed basis.
QA metrics and reports are critical for TRUSTe and will be utilized by all levels of the Customer Support management team.
Roles and Responsibilities:
- Perform random samplings of privacy certifications and document/communicate individual and team results to the Customer Support Management Team
- Provide quarterly team training sessions for Customer Support Team members that address issues found and remedy them. The QA Analyst will be incented to define and coordinate activities that continually improve internal privacy certification knowledge and quality assurance pass rates with the CSM Team
- Maintain a sampling plan that accommodates all levels of Client Service Managers (new and long-standing tenured reps) and takes failure rates into account
- Meet defined monthly and quarterly quality assurance goals
- Demonstrate proficiency in TRUSTe's core Program Requirements and be able to apply them to customer-specific implementations
- Define and implement creative solutions that enhance the quality assurance process for TRUSTe and its licensees
Collaborate with internal TRUSTe departments to resolve client issues and improve products/processes
- Provide regular quality-related reports to management
- Actively participate in privacy-related industry organizations, events and conferences
- Manage special projects as assigned
Required Skills:
- BA/BS or equivalent required and 3+ plus years work experience
- Working knowledge of MS Office applications and Internet technologies (HTML, FTP, cookies, web beacons, etc.)
- Demonstrated ability to effectively manage expectations with internal and external team members
- Attention to detail and the ability to work through complex problems using creative solutions to expedite and/or streamline the quality assurance and/or certification processes
- Solid project management skills, including the abilities to effectively multi-task and prioritize work
- Demonstrated ability to effectively work cross-functionally and across geographies
- Excellent verbal and written communication skills with strong command of the English language and excellent phone presence
- Highly motivated and self-directed
- Meet deadlines while achieving quality results
- Ability to "think outside of the box"
- Ability to distill very complex issues into straightforward, easy to understand recommendations that can be conveyed both in person, writing and verbally
- Knowledgebase methodologies and skills are a plus
- Project/Program management certification is a plus
- Knowledge of internet marketing strategies and emerging markets is a plus
- CIPP certification and experience with privacy issues are a plus
To all recruitment agencies: TRUSTe does not accept unsolicited agency resumes without executing a staffing services agreement and commencing a specific search by TRUSTe's human resources department. Please do not forward resumes to TRUSTe's career jobs alias or its employees. TRUSTe is not responsible for any fees related to unsolicited resumes.
For more information about our company, visit our website:
http://www.truste.com
This position is located is located in Cebu at the brand new Insular Building connected to the Ayala Terraces.
We feature a fast-paced entrepreneurial environment that places heavy emphasis on innovation, teamwork, and an ongoing commitment to making the internet a safe and productive place to do business. We work hard and we play hard. We have some unique benefits including a fully stocked kitchen with snacks, food and drinks; a break room with plasma TV and Wii, occasional island hopping boat trips and holiday beach parties. Of course we offer competitive benefits such as – Excellent salaries, company paid health insurance, life insurance, a bonus program, stock options and 3rd shift salary differentials. Most importantly, however, we are aiming to change the world and design the next generation of Internet infrastructure to make our world a safer and better place.
QUALITY ASSURANCE (QA) ANALYST
Description:
TRUSTe's Quality Assurance (QA) Team is responsible for monitoring internal work performed by Client Service Managers (CSMs) who perform privacy certifications on web sites, mobile applications and web sites and cloud environments. TRUSTe's CSMs utilize a combination of processes, tools and technology coupled with customer interactions and TRUSTe's Program Requirements to certify and monitor customer properties for privacy certifications. Once clients meet criteria defined in TRUSTe's Program Requirements they become 'TRUSTe-certified' and are provided with the TRUSTe seal that is recognized throughout the world. The TRUSTe seal promotes online trust which represents customers who have opted to be part of an elite group who value best-of-breed privacy practices and want to differentiate their businesses with the TRUSTe seal.
This TRUSTe QA Analyst opportunity in Cebu City, Philippines, will work directly with their Team Lead who is located in San Francisco, CA, and will work hours that equate to business days in the United States (i.e., Cebu City Graveyard shift). This two-person TRUSTe QA Team will be tasked to provide exceptional support for their customer base, which mainly includes TRUSTe's Client Service Managers (CSMs), who perform TRUSTe's privacy certifications. If you have a passion for ensuring that intuitive, easy-to-use privacy controls are provided to consumers--and you also enjoy technology, online environments (PCs, mobile devices and cloud environments) and have a keen sense of accuracy and attention to detail--this opportunity may very well be for you! The TRUSTe QA Team is also responsible for defining and delivering solutions that drive continuous quality improvement through CSM training, management reporting and key performance indicators for internal and external customers at TRUSTe.
The four main objectives that we have identified for the QA Analyst include:
1.Performing consistent, periodic monitoring and reporting of internal TRUSTe resources and their adherence to defined certification procedures,
2.Defining, documenting and analyzing QA-related metrics for TRUSTe's resources that perform certifications,
3.Defining and delivering training that addresses issues found and that ultimately drive increased certification accuracy among TRUSTe's CSM Team,
4.Recommending and implementing changes to certification solutions that enhance overall quality and business effectiveness and/or customer satisfaction, and
5.Perform various additional tasks or projects on an as-needed basis.
QA metrics and reports are critical for TRUSTe and will be utilized by all levels of the Customer Support management team.
Roles and Responsibilities:
- Perform random samplings of privacy certifications and document/communicate individual and team results to the Customer Support Management Team
- Provide quarterly team training sessions for Customer Support Team members that address issues found and remedy them. The QA Analyst will be incented to define and coordinate activities that continually improve internal privacy certification knowledge and quality assurance pass rates with the CSM Team
- Maintain a sampling plan that accommodates all levels of Client Service Managers (new and long-standing tenured reps) and takes failure rates into account
- Meet defined monthly and quarterly quality assurance goals
- Demonstrate proficiency in TRUSTe's core Program Requirements and be able to apply them to customer-specific implementations
- Define and implement creative solutions that enhance the quality assurance process for TRUSTe and its licensees
Collaborate with internal TRUSTe departments to resolve client issues and improve products/processes
- Provide regular quality-related reports to management
- Actively participate in privacy-related industry organizations, events and conferences
- Manage special projects as assigned
Required Skills:
- BA/BS or equivalent required and 3+ plus years work experience
- Working knowledge of MS Office applications and Internet technologies (HTML, FTP, cookies, web beacons, etc.)
- Demonstrated ability to effectively manage expectations with internal and external team members
- Attention to detail and the ability to work through complex problems using creative solutions to expedite and/or streamline the quality assurance and/or certification processes
- Solid project management skills, including the abilities to effectively multi-task and prioritize work
- Demonstrated ability to effectively work cross-functionally and across geographies
- Excellent verbal and written communication skills with strong command of the English language and excellent phone presence
- Highly motivated and self-directed
- Meet deadlines while achieving quality results
- Ability to "think outside of the box"
- Ability to distill very complex issues into straightforward, easy to understand recommendations that can be conveyed both in person, writing and verbally
- Knowledgebase methodologies and skills are a plus
- Project/Program management certification is a plus
- Knowledge of internet marketing strategies and emerging markets is a plus
- CIPP certification and experience with privacy issues are a plus
To all recruitment agencies: TRUSTe does not accept unsolicited agency resumes without executing a staffing services agreement and commencing a specific search by TRUSTe's human resources department. Please do not forward resumes to TRUSTe's career jobs alias or its employees. TRUSTe is not responsible for any fees related to unsolicited resumes.
For more information about our company, visit our website:
http://www.truste.com
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