Quality Assurance Executive
StoreHub Sdn Bhd
- Makati, Philippines, , Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- ₱30,000.00 - ₱40,000.00 / monthPHP300004000030000MONTH
- Full timeFULL_TIME
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 Sick Leave
- Medical / Health Insurance
- 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