senior Quality AnalystCanva

Canva's Commitment and Mission
At Canva, we celebrate diversity. We deeply believe that bringing together diversity of thoughts, perspectives and expression is key to building the best product, team and company. We look for many different skills and abilities, as well as how you can enhance Canva and our culture. So, even if you don't think you quite meet all of the skills listed or tick all the boxes, we'd still love to hear from you!
Our mission at Canva is to empower the world to design and since launching in 2013, we have grown exponentially, amassing over 86 million monthly active users across 190 different countries and a team of over 3,000 people... and the best bit is that we've only achieved 1% of what we know we're capable of.
Join us and design your future.
About the Group
User Voice Group's Mission is to "Ensure that every Canva user has a magnificent and delightful experience." With all the product features and improvements we are rolling out at an immense scale, the Customer Happiness team ensures that if our users encounter issues, we help them promptly and with expert advice, allowing them to go back to designing right away. Our team also provides timely and useful insights into various teams in Canva to enable them to mold the product based on the customers' needs.
About the Team
The Service Quality Team creates strategies that are consistent and efficient as Canva expands globally. Our mission is to partner with Specialist Operations in achieving excellent user experience through insights-driven quality assurance strategies and operationalizing people and process improvements.
If you're currently looking for an exciting and impactful opportunity, then this is for you! We're looking for people with a passion to solve problems and a zest to empower people to do the best work of their lives. You need excellent attention to detail, and an ability to put yourself in our users' shoes. We need someone who loves challenges and is adaptable to change.
What you'll do
Dips into end-to-end of accomplishing team goals, from strategizing & designing to measuring & documenting
Performs spot checks for Quality Analysts on completed audit transactions
Calibrates and aligns QAs based specific to specializations both in CHT and for Partner Vendors
Initiates projects to improve performance metrics of the internal and external teams
Liaises with Vendor Managers and Operations leads for Quality and Service Level driven activities impacting vendors
Updates weekly business review decks with CSAT and Quality performance results
Creates and maintains dashboards in coordination with the senior quality analyst team
Sends weekly and monthly qualitative & quantitative reports specific for CSAT analysis, CSAT calibration results, and CSAT read-out sessions
Coordinates with Operations leads and Subject Matter Experts for process alignment
Deep dives into DSAT & RCA analysis to provide meaningful insights and recommendations
Ensure alignment of quality processes for CHT and Vendors for your assigned specialization
Owns the creation and continuous improvement of materials including but not limited to critical business forms such as the Quality Audit form & the DSAT Scrubbing form
Updates and maintains the roster for specifical specialization across the internal CHT and our Partner Vendors
Collaborates with the larger Service Quality Team for ad hoc data and report requests
Perform additional duties and responsibilities as assigned by the Operations Excellence team and/or Specialist Operations team
About you
CHT QA Analyst who has been in the role for at least 1 to 2 years of relevant QA experience in the customer service industry
Works collaboratively with cross-functional teams
Technological ability to manage spreadsheets and documents
Drives chaos to clarity, specifically in time of ambiguity
Thrives in rapidly growing and innovation-motivated environment
Deep analytical and problem-solving skills that with bias for action
Organized, with the ability to set schedules and priorities accordingly
Works under pressure with minimal guidance and supervision
What will make you stand out
Proven experience creating dashboards
Previous experience in handling both Email and Chat interaction in Customer Support
Specific tool experience with Playvox is a huge plus!
Proven experience creating dashboards
Basic web and mobile troubleshooting skills
Experience with browser and operating system troubleshooting
Good knowledge of the web and mobile operating systems and relevant hard- or software is a plus
A grounding in mathematics / statistics and a bachelor's degree in a STEM area is preferred; but not required
Internal Application Eligibility
You must be a regular employee that has stayed in their current role for at least 6 months, in good standing
Your two most recent seasons of Impact must be heading in an upward trajectory, at a minimum of Approaching followed by Thriving in the next season;
You weren't placed in either a Performance Expectation Plan (PEP) and/or Performance Improvement Plan (PIP) in the last 12 months.
You were not involved in any disciplinary case in the last 12 months.
Have discussed the intent of applying to your Specialty Lead and Coach.
is currently one of Australia's hottest technology startups. Canva Philippines has been the ranked #1 Great Place to work in Asia (Small and Medium Enterprise Category
We mean it when we say we want to create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love.
Being a force for good
One of our core values at Canva, "Being a force for good" means we are actively working towards a world that isn't just good for a small few, but one that's good for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.
Working at Canva
Our culture is unlike anywhere else and we design your #CanvaLife experience to empower you to do the best work of your life.
Whether you're in the office, working from home or choosing your own adventure, our benefits for permanent Canvanauts include:
A temporary work from home setup as we prepare to provide a safe environment for Canvanauts who would like to work in the office. Our Future of Work plan is to move towards a hybrid work model (in-office & from home) You and your team can determine your ideal work setup. Whichever works best for you, #KayaSaCanva.
Unique and flexible leaves options: :Recharge and go on your next getaway or simply take time off for yourself through our Vacation Leave, Give back through our Volunteer Leave to help out a charity or NGO of choiceSupport yourself or take care of your loved ones (even your furbabies) through our Sick or Carer's Leave
Focus on your own growth and development through our Professional Educational Leave
An annual Vibe & Thrive allowances for you to spend on anything that supports your wellbeing. Whether it's a workshop, an electronic stand-up desk, a gym membership, or dinner with a teammate, we encourage you to do what you need to do in order to thrive.
Virtual and in-office wellness and development benefits including Canva University, Employee Assistance Programs, Fitness Classes and more to support your physical, mental, and social wellbeing.
Canva For Good program that matches your not-for-profit donations and a range of sustainability and ethical initiatives to get involved in.
A variety of Canva clubs that you can join to connect you to fellow Canvanauts with similar interests. From cycling, skincare, pets, to foodies (and the list goes on), we got you covered! Club activities can also be done remotely or in person.
We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted virtually. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
Canva

Manila City, Metro Manila
Temporary
Full-time