quality insight Analyst (for pooling only)Magic

About Magic
Magic is a frictionless way to plug in thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team members-like magic.
TL;DR: Forget the job boards, or marketplaces, and let us handle the vetting process so you'll only interact with the best, and most reliable remote workers, every time.
Background
Our 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.
Why this role exists
You will be reporting to Quality Insight Team Lead (Manager), you will provide insight on quality of service based on identified primary focuses of assigned team, data reports for specific product features, for a suite of products and for tests, user research summaries including insights from user interviews, user journey and pain points maps, feedback on process improvements backed by data analysis, Ad hoc spreadsheets and reports for stakeholders.
Responsibilities:
Analyze transactions made between our virtual assistant team and our clients, and provide process improvement procedures aimed to provide quality customer service.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Provides actionable data to various internal support groups as needed.
Prepares and analyzes internal and external quality reports for management staff review.
Help enable hypothesis-driven development. As we are a new product, we may rely on intuition, market standards, and other qualitative measures - but the analyst will help prove our product ideas based on data. The analyst should help us build the system to run and create experiments.
Example: If we enabled clients to see assistant utilization, they will optimize for better delegation.
Requirements
Experience required - At least 1 year of experience in a quantitative analysis role
Experience with working with spreadsheets
Experience with speaking and asking questions from people, via phone, email, or video calls
Experience in consulting, strategy, product operations management, data science, or research roles
Experience with user research for startups or technology products
Knowledge of Magic Dedicated product
Ability to identify root causes for changes in key metrics and be able to validate your hypothesis with data
Ability to learn fast, proven by tangible job roles
Education required: Bachelor's degree of any related course
Your superpowers are...
Excellent communication skills: written and speaking
Comfortable speaking in public and being in front of the camera for video calls
Ability to coalesce data from a wide variety of sources
Biased towards action, results - constantly pushing for greater clarity and simplicity; self-motivated
Experience synthesizing complex data ideas into a narrative for senior leadership
Experience influencing stakeholders with data
You should apply if...
You are highly reliable with a GSD mindset despite external circumstances. You say what you mean and do what you say. You are consistent and take ownership in situations, large or small.
You are hyper-organized.
You are Proactive, see potential problems before they happen, and aren't afraid to speak up/challenge the status quo.
You are an over-communicator.
You thrive in a remote work environment. Fully remote work is not for everyone; it requires the ability to quickly pick up online tools, get familiar with our tech stack (G-Drive, Slack, Notion, and a variety of modern reporting tools), and the ability to communicate (and often over-communicate) well in writing.
You love learning new things. Whether you learn best through reading, listening, doing, or exploring, you're perpetually curious about the world and work around you and always trying to level up your personal and professional life through self-directed learning
Benefits
Permanent work from home forever! Zero commuting and goodbye traffic and spend more time with your family.
Custom environment - Set up your noise level just the way you want it. And if you're mindful of your workspace ergonomics, you can create a stronger rhythm for your workflows too - Exercising your creativity and critical thinking by working independently is important when you're working from home.
Worry no more! We got you and your health covered on your HMO; and hassle free payment for your monthly government mandated remittances (Philhealth, Pag-ibig, SSS).
Paid Time-Off - Gives you a chance to step back, recharge and have a significant chunk of time to engage in something that is meaningful to you.
Have a unique and positive contribution and work equally as we value cultural diversity.
Magic

Taguig City, Metro Manila
Permanent
Full-time