Job Qualification
- 1–3 years experience in customer service or QA roles.
- Experience in call center/BPO environments is a strong advantage.
- Familiarity with customer interaction channels (calls, emails, chat, or social media) is often required.
Skills & Competencies
- Analytical Skills
- Ability to identify service gaps, trends, and performance issues.
- Root cause analysis for customer complaints or errors.
- Attention to Detail
- Monitoring call/chat/email quality for compliance with service standards.
- Communication Skills
- Clear and professional writing skills for reports and feedback.
- Ability to give constructive feedback to agents and team leads.
Technical Proficiency
- Familiarity with CRM systems, QA monitoring tools ,and can create own trackers and have other idea's (e.g., NICE, Verint, Zendesk), Excel/Google Sheets.
- Experience with quality forms and scorecards.
- Knowledge of KPIs
- Understanding of metrics like AHT (Average Handling Time), CSAT (Customer Satisfaction), FCR (First Call Resolution), etc.
- Process Knowledge
- Understanding of company SOPs, escalation processes, and customer service protocols.
- Coaching and Evaluation
- Ability to conduct QA calibrations with agents and TL, agent evaluations, and coaching sessions.
Job Type: Full-time
Pay: Php16,800.00 - Php25,000.00 per month
Benefits:
- Free parking
- Life insurance
- On-site parking
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Overtime
- Weekends
Supplemental Pay:
- 13th month salary
- Overtime pay
- Performance bonus
Experience:
- Quality Assurance: 1 year (Required)
- Collection Specialist: 1 year (Required)
Work Location: In person
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