Location
This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.
Role Hours
The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).
About Point
✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.
✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.
✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.
✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.
✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success.
About the role
The Senior Process Quality Associate is responsible for evaluating and strengthening quality standards across customer interactions and operational workflows. This role ensures consistent adherence to defined processes for calls, chat, email, and administrative tasks, while generating actionable insights that drive measurable performance improvement. As part of the broader Business Process Management Organization, the Process Quality Analyst partners with Team Leads and stakeholders to identify trends, support coaching initiatives, and reinforce a culture of operational excellence and accountability.
Your responsibilities
Quality Monitoring & Evaluation
- Conduct structured evaluations of customer interactions (calls, chat, email) and operational workflows (e.g., order placement, task execution) using standardized scorecards.
- Assess compliance with internal policies, process standards, service expectations, and quality benchmarks, including adherence to newly implemented or updated processes.
- Monitor and validate adoption of process changes, identifying gaps in execution, understanding, or consistency during transition periods.
- Ensure consistency, fairness, and objectivity in all evaluations.
- Utilize and assess QA software platforms and reporting tools to ensure accurate data capture, scoring integrity, and actionable insights.
Trend Analysis & Insight Generation
- Analyze quality data to identify performance trends, recurring errors, and systemic gaps.
- Perform root cause analysis to uncover underlying drivers of quality issues.
- Prepare and distribute weekly and monthly quality reports highlighting key insights, strengths, risks, and actionable recommendations for Team Leads and other stakeholders.
Calibration & Quality Governance
- Coordinate and facilitate regular calibration sessions to ensure scoring alignment and consistency across stakeholders.
- Contribute to the refinement and continuous improvement of scorecards, monitoring frameworks, and quality standards.
- Maintain proper documentation of quality reviews and calibration outcomes.
Coaching & Performance Enablement
- Partner with Team Leads and other stakeholders to provide targeted, data-driven feedback that supports effective coaching strategies.
- Conduct QA discussions, quality refreshers, and reinforcement sessions to strengthen team performance and adherence to defined processes.
- Highlight training gaps and collaborate with relevant teams to address skill development needs.
Cross-Functional Collaboration
- Provide quality insights to Process Improvement, Training, Compliance, and Operations teams to support continuous improvement initiatives.
- Escalate systemic process risks and recommend improvements aligned with operational excellence goals.
- Perform other duties aligned with process governance and quality improvement initiatives.
About you
Required:
- 5+ years of experience, with 2+ years of experience in Quality Assurance, Operations, Process Governance, or a related field.
- Experience evaluating customer-facing interactions and/or back-office operational tasks using structured scorecards.
- Demonstrated ability to analyze performance data and translate findings into actionable insights.Bachelor’s degree in Business, Operations, or a related discipline (or equivalent practical experience).
- Strong written and verbal communication skills.Proficiency in Google Suite, Slack, and Salesforce.
Preferred:
- Experience in a regulated, real estate, mortgage, or high-compliance environment.
- Exposure to calibration facilitation and coaching partnership models.
- Familiarity with CRM systems (e.g., Salesforce) and QA monitoring tools.
SKILLS
- Quality Evaluation & Process Adherence: Ability to assess execution against defined operational standards.
- Data Analysis & Reporting: Strong analytical capability to interpret data, identify trends, and present insights clearly.
- Root Cause Analysis: Structured problem-solving skills to identify underlying drivers of performance gaps.
- Stakeholder Communication: Ability to deliver constructive feedback and influence without direct authority.
Our benefits
- Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
- Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
- Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
- Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.
- Global Experience: Collaborate with an international team and learn from global practices.