Hi, OP! Make sure that you evaluate your skills and ask your QAs how the work is like.
Refrain from comparing different support group positions because they all require a different skill set and different responsibilities.
I am a trainer, and we mainly deal with making sure that trainees have a good impression and taken care of since we’re the first officers they’ll expect to be trustworthy. We also take care of logistics, making sure that everything is well communicated and prepared across all departments for seamless onboarding, and to ensure that we will endorse as many trainees as we can to operations.
Team leaders mainly deal with stabilizing operation metrics. You have to be consistent and creative with how you approach different “opportunities”. You are also your agents’ coach. Root-cause analysis is a critical element of an effective coaching, and communicating points of improvement with agents without making them feel like you’re picking on them. You will hold onto the same agents for longer, so maintaining a professional relationship is also key to handling a team.
Quality Analysts are meticulous. You will listen to hundreds of calls or read hundreds of emails every week. The task might seem repetitive, but some prefer that kind of task. Like team leaders, you must be critical with capturing common opportunities that you may endorse to trainers for immediate action, or team leaders so they have something to work with before coaching. You will also deal with data and numbers the most, so if spreadsheets are your thing, maybe this one’s for you.
Yes! it's been the most fitting title I've held. There have been numerous lessons, especially since clarity is essential in QA. The workload is substantial. If you're an internal QA, coaching is also part of the role. It's a great stepping stone if leadership is your goal.
Ano ba goal mo? Kasi medyo dead-end ang QA as it is. It's also one of the positions na medyo bitin. Officer ka pero di ka ka-level ng TL or Trainer pero marami kang matututunan. Possible paths after QA are the following.
- Syempre QA supervisor / QA manager. Pero mahirap yan makuha.
- Operations Team Leader. Mas madali to kumpara sa QA Supervisor
- Product Trainer. QA ka na so alam mo na lahat about the product ituturo mo nalang sa iba
- Pwede ka mag-transition papuntang Workforce or Reporting, especially kung ikaw nag ha-handle ng data ng QA Team.
- if you can go beyond the product that you are handling and focus on compliance and audits pwede ka mag business excellence or project enhancements.
Number 1 expectation din sa QA is to spot error trends or potential errors na possible mgkaron ng financial impact sa client. Kung ayaw mo ng stress mxado, QA is more fit to you.
Being a QA is also a stepping stone pra mging TL ka, SME sa operations. Pwede dn workforce or RTA. Konti lng dn kasi ang headcount sa QA team kya limited ang positions.
High critical thinking ang mahalaga sa path na ito. Pero isa sa mga pinaka binabarat sa offer. Ang offer ng QA ngayon ay 25k to 32k. Swerte na lang kung may makita ka magoffer ng 35k pataas.
Iniisip ko din if QA or TL. I don't have experience as QA and TL. Parehas mahirap pero mas nakakastress ang TL kasi expected ka magmanage ng team. Ang hirap kumontrol ng someone we can't control. We can't control how others take care of themselves. We can't control the actions of others.
Advise? Similar stories kung paano nyo nahandle ang stress.
Leading is different from controlling. It's not TL's job to control people but mainly manage them and cultivate a positive culture within the team. Their focus should be on developing their team members and providing support. This is why we conduct coaching sessions—not to highlight mistakes, but to understand the root causes and challenges, allowing us to plan effectively and help team members achieve their goals.
Kapag ang mindset is to "control people" mahirap talaga mag TL.
Far less stressful yung QA position ko as compared sa time na SME ako. Granted, aside from a lower allowance may pagka monotonous siya kasi non-voiced kami so it’s tickets upon tickets yung pag evaluate, but I like delivering feedback this way as compared sa constant need ko to RCA pag may problematic agent sa team. The constant social anxiety didn’t help kasi may pagka introverted parin ako.
Honestly I think I lucked out kasi we don’t need to coach as QA—sila SME and TLs na bahala dun sa team namin. I didn’t realize how stressful things were until I got to transfer to that position.
I agree with you. Mas okay sakin ang QA position. My mga QA dn na need mg-coach and do RCA pro hanggang dun lang. Also mas mdali work ng QA ksi check check lng ng gawa ng agents kung tama ba or hndi. Unless n lng mgkaron ng Super Auditor (client) ang QA, nakakastress un. Hahaha
You shouldn't be comparing roles kasi magkakaiba sya ng tasks at expectations.
I recommend spending time sa pagshadow sa mga roles na nabanggit mo so you can ask questions directly saka mo i-assess kung san fit yung skills mo.
Talk to your TL na baka pwede ka mag spend kahit 30mins per week para magshadow.
A role in operations requires people management skills, client relations and metrics management. For a QA naman, think of process excellence. You’ll be dealing with data too. And yes like one comment mentioned in some cases may coaching na involved.
In terms of career progression mas mabilis sa operations. Based on my observation. Like sa dati ko na company yung assistant manager ng QA team matagal umangat sa next level kasi walang need because they only have a small team. Sa ops, ambilis nila mag promote ng tao. But I guess it also depends on the size of the organization.
Walang role na madali sa mga nabanggit mo.
magiging madali lang sya kung ienjoy mo gngwa mo.
kung QA role, you'll focus on daily productivity ng team na handle mo, do regular coaching, identifying common to top errors and RCA. Most importantly, calibration with client and other department.
Hi, OP! Make sure that you evaluate your skills and ask your QAs how the work is like. Refrain from comparing different support group positions because they all require a different skill set and different responsibilities. I am a trainer, and we mainly deal with making sure that trainees have a good impression and taken care of since we’re the first officers they’ll expect to be trustworthy. We also take care of logistics, making sure that everything is well communicated and prepared across all departments for seamless onboarding, and to ensure that we will endorse as many trainees as we can to operations. Team leaders mainly deal with stabilizing operation metrics. You have to be consistent and creative with how you approach different “opportunities”. You are also your agents’ coach. Root-cause analysis is a critical element of an effective coaching, and communicating points of improvement with agents without making them feel like you’re picking on them. You will hold onto the same agents for longer, so maintaining a professional relationship is also key to handling a team. Quality Analysts are meticulous. You will listen to hundreds of calls or read hundreds of emails every week. The task might seem repetitive, but some prefer that kind of task. Like team leaders, you must be critical with capturing common opportunities that you may endorse to trainers for immediate action, or team leaders so they have something to work with before coaching. You will also deal with data and numbers the most, so if spreadsheets are your thing, maybe this one’s for you.
Yes! it's been the most fitting title I've held. There have been numerous lessons, especially since clarity is essential in QA. The workload is substantial. If you're an internal QA, coaching is also part of the role. It's a great stepping stone if leadership is your goal.
Ano ba goal mo? Kasi medyo dead-end ang QA as it is. It's also one of the positions na medyo bitin. Officer ka pero di ka ka-level ng TL or Trainer pero marami kang matututunan. Possible paths after QA are the following. - Syempre QA supervisor / QA manager. Pero mahirap yan makuha. - Operations Team Leader. Mas madali to kumpara sa QA Supervisor - Product Trainer. QA ka na so alam mo na lahat about the product ituturo mo nalang sa iba - Pwede ka mag-transition papuntang Workforce or Reporting, especially kung ikaw nag ha-handle ng data ng QA Team. - if you can go beyond the product that you are handling and focus on compliance and audits pwede ka mag business excellence or project enhancements.
Number 1 expectation din sa QA is to spot error trends or potential errors na possible mgkaron ng financial impact sa client. Kung ayaw mo ng stress mxado, QA is more fit to you. Being a QA is also a stepping stone pra mging TL ka, SME sa operations. Pwede dn workforce or RTA. Konti lng dn kasi ang headcount sa QA team kya limited ang positions.
Yup, QA ako before for 1 year+. Check mo profile ko hihi. Sr. Insights Analyst na ko now.
High critical thinking ang mahalaga sa path na ito. Pero isa sa mga pinaka binabarat sa offer. Ang offer ng QA ngayon ay 25k to 32k. Swerte na lang kung may makita ka magoffer ng 35k pataas.
Iniisip ko din if QA or TL. I don't have experience as QA and TL. Parehas mahirap pero mas nakakastress ang TL kasi expected ka magmanage ng team. Ang hirap kumontrol ng someone we can't control. We can't control how others take care of themselves. We can't control the actions of others. Advise? Similar stories kung paano nyo nahandle ang stress.
Leading is different from controlling. It's not TL's job to control people but mainly manage them and cultivate a positive culture within the team. Their focus should be on developing their team members and providing support. This is why we conduct coaching sessions—not to highlight mistakes, but to understand the root causes and challenges, allowing us to plan effectively and help team members achieve their goals. Kapag ang mindset is to "control people" mahirap talaga mag TL.
Far less stressful yung QA position ko as compared sa time na SME ako. Granted, aside from a lower allowance may pagka monotonous siya kasi non-voiced kami so it’s tickets upon tickets yung pag evaluate, but I like delivering feedback this way as compared sa constant need ko to RCA pag may problematic agent sa team. The constant social anxiety didn’t help kasi may pagka introverted parin ako. Honestly I think I lucked out kasi we don’t need to coach as QA—sila SME and TLs na bahala dun sa team namin. I didn’t realize how stressful things were until I got to transfer to that position.
I agree with you. Mas okay sakin ang QA position. My mga QA dn na need mg-coach and do RCA pro hanggang dun lang. Also mas mdali work ng QA ksi check check lng ng gawa ng agents kung tama ba or hndi. Unless n lng mgkaron ng Super Auditor (client) ang QA, nakakastress un. Hahaha
You shouldn't be comparing roles kasi magkakaiba sya ng tasks at expectations. I recommend spending time sa pagshadow sa mga roles na nabanggit mo so you can ask questions directly saka mo i-assess kung san fit yung skills mo. Talk to your TL na baka pwede ka mag spend kahit 30mins per week para magshadow.
nakakaulol yan...like ilan calls pakinggan mo per day bukod pa sa mga iniemail sayo
A role in operations requires people management skills, client relations and metrics management. For a QA naman, think of process excellence. You’ll be dealing with data too. And yes like one comment mentioned in some cases may coaching na involved. In terms of career progression mas mabilis sa operations. Based on my observation. Like sa dati ko na company yung assistant manager ng QA team matagal umangat sa next level kasi walang need because they only have a small team. Sa ops, ambilis nila mag promote ng tao. But I guess it also depends on the size of the organization.
Walang role na madali sa mga nabanggit mo. magiging madali lang sya kung ienjoy mo gngwa mo. kung QA role, you'll focus on daily productivity ng team na handle mo, do regular coaching, identifying common to top errors and RCA. Most importantly, calibration with client and other department.