Support Quality Specialist
Metro Manila
Operations – Learning and Development /
Full Time /
On-site
At Snappr, we help businesses get visual content more easily, with higher quality, and at scale. We use the best technology to connect visual content creators, such as photographers, videographers, and image editors, with businesses that need their skills to tell the story of their products and services through all forms of visual content.
We foster a culture of extreme ownership, empowering our team to excel as business owners. We're not just a team; we're a league of A-players dedicated to reaching peak performance. As an analytical creative, you'll thrive in our unrivaled environment, where technology meets creativity. We embrace diversity and invite individuals from all backgrounds to join us in revolutionizing the ecosystem of visual content, building a future where we help businesses drive growth and sales by telling better visual stories.
About the role:
As a Support Quality Specialist, you will be challenged to perform quality audits and find out areas of improvement for our team, while doing deep-dive analyses to find trends and root causes of errors to give feedback on agent performance. Your impact on elevating the performance of our operations team will be the lifeblood that powers Snappr’s explosive growth and enables our consumers and enterprise clients to access on-demand photography worldwide.
What you'll do:
- monitor communications across email, phone, chat and any other future support channels to identify areas for improvement
- provide quality intelligence to help managers optimize support logic
- provide insights to the training team to bridge the knowledge gap
- report on weekly quality metrics
- identify root causes and improvement opportunities in training, process and policies
- lead and facilitate process improvement initiatives using Lean Six Sigma or similar methodologies to reduce inefficiencies and improve key performance indicators (KPIs)
- hustle - take ownership of Snappr's growth and do whatever it takes to get the job done
What you'll need:
- bilingual proficiency in written and spoken English
- at least 2 years of experience in quality assurance
- great spreadsheet skills to analyze data and manage projects
- Lean Six Sigma Certification (at least yellow belt) or Kaizen Certification
- a "let's get it done" mindset
- the ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well
Job benefits:
- competitive Salary
- Php 1.5-2K/month transportation allowance
- day 1 HMO (w/ 2 free dependents)
- meals provided daily + free coffee and snacks ☕
- 20 days of paid time off!
- company Equity
- great workspace in Ortigas CBD
About the team:
Snappr is the largest on-demand marketplace for professional photography in the world. We are a team of driven, entrepreneurial individuals who are redefining photography everywhere. You will get to work directly with the leadership team in resolving our most complex customer problems. This is an awesome opportunity to be at the ground level of a rapidly growing product and to have a meaningful impact on its growth. The end result of everything you'll do at Snappr is more people capturing more of their most precious life moments. Our rocket ship has a seat open just for you.
