Quality Assurance Executive

StoreHub Sdn Bhd

  • Makati, Philippines
    , , Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
  • 30,000.00 - 40,000.00 PHP / monthPHP30,000.0040,000.0030,000.00MONTH
  • Full time
Recruiter was hiring 8 days ago

Job Description

As a member of an innovative, motivated and talented team, you will be responsible for ensuring that the StoreHub Operations team provides a high quality customer experience and follows StoreHub’s policies and processes. We need our Quality Assurance Executive to be versatile and passionate to tackle new problems as we continue to push technology forward.

As a Quality Assurance Executive, you will review all Customer Care and Customer Success interactions and customer complaints, perform in-depth investigations and provide feedback and recommendations as needed.. The work is challenging, fast paced, and always on the bleeding edge. You are self-motivated, exercise excellent judgement and handle challenges with positivity and grit. You don’t need to be an expert or know everything about our industry (even we don’t). What we’re after is someone with a curious mind and a passion for improvement.

What you will do:

  • Monitor Customer Care & Customer Success agents’ calls and chats for accuracy of information and call handling standards
  • To have operational experience from taking calls, emails and/or live chats
  • Elaborate, recommend and oversee improvement actions by providing in-depth insight of agents’ quality performance based on Root Cause Analysis (RCA)
  • Analyse customer grievances and other non-compliance issues
  • Ensure the Customer Care & Customer Success agents deliver a high level of customer service
  • Record evaluations utilising departmental quality monitoring scorecards
  • Provide reports to Lead with regular performance feedback on agents
  • Participate in the design of quality monitoring forms and standards
  • Participate in customer and client calibration sessions to identify customer and team needs and expectations
  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within the category of employment in the organisation

Benefits:

We ask for hard work and dedication from all of our employees. In return we provide them with:

  • Free Friday lunches and snacks
  • Company sponsored outings
  • Medical and Dental benefits
  • Apple computers for everyone
  • Many opportunities for career growth and development

We get lots of work done! We just also believe that as long as our employees are happy (and fed) they will be well equipped to give their best each and everyday.

To learn more about what it's like to work here, check out our Glassdoor Reviews: https://www.glassdoor.com/Reviews/StoreHub-Reviews...

Minimum Qualifications

You will need:

  • Knowledge of Customer Service best practices
  • At least 1 year experience working as a Quality Assurance Executive within a Customer Service Department
  • A proven track record of training program development and management
  • Excellent leadership skills
  • A BIG passion for helping small businesses.
  • Lots of self-drive with a motivation and desire to succeed
  • Strong conversational and rapport-building skills
  • Excellent written and oral communication skills in English and Tagalog
  • Strong problem-solving skills. Numerate, analytical, with good attention to detail
  • Fast Learner
  • Team player that enjoys working in an energetic, fun, environment
  • Keen interest in professional development and career growth
  • Intermediate/Advanced level of Computer / Tech Savviness

Perks and Benefits

  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Medical / Health Insurance Medical / Health Insurance
  • Free Lunch or Snacks Free Lunch or Snacks

Required Skills

  • Organizing and Planning
  • Problem Sensitivity
  • Information Ordering
  • Customer Service
  • Critical Thinking
  • Communication Skills
  • Deductive Reasoning

Jobs Summary

Job level
Entry Level / Junior, Apprentice
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Often 
Office Address
OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229 Metro Manila, Philippines
Industry
Information Technology / IT
Vacancy
1 opening
Website
http://www.storehub.com

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About StoreHub Sdn Bhd

StoreHub is one of Southeast Asia's fastest growing technology companies with a revolutionary business platform for SMEs. We help business owners manage and grow their businesses in today’s fast changing world. From a cloud-based POS system to inventory management to e-commerce, we're building a platform for awesome businesses. As a venture-backed startup, we have been growing exponentially over the last 6 years, and now serve thousands of businesses across the world from our offices in Kuala Lumpur, Shanghai, Manila & Bangkok. Our goal is to build a culture of meaningful work, where every person on the team works towards a shared vision while engaging their role in a personally satisfying manner. The people who succeed with us are most clearly defined by their competency and humility. These are the values that are most important to us, and we expect this of every team member at StoreHub starting with our leadership team. If this is something that you resonate with, we’d love to meet you. Join us in building a new kind of organisation, one that is built upon the foundations of excellence, fun and creativity.
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