StoreHub Sdn Bhd
StoreHub Sdn Bhd

Quality Assurance Executive  

StoreHub Sdn Bhd

 
  • Makati, Philippines
    , , Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • ₱30,000.00 - ₱40,000.00 / month
    PHP
    30000
    40000
    30000
    MONTH
  • Full timeFULL_TIME

Expired 4 years ago

2020-04-29T16:00:00+00:00
Job closed.

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 LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Free Lunch or SnacksFree 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

Making Business Awesome For Everyone StoreHub is one of Southeast Asia's fastest growing technology companies, serving over 15,000 businesses across the region. We enable businesses to be successful by automating operational excellence and customer growth on our merchant platform for omnichannel retail and F&B businesses. The platform consists of a comprehensive range of products such as the Cloud-Based POS, Inventory Management System, QR Ordering, and Food Delivery System. Serving Needs, Not Just Profits With the fast changing world we now live in, it’s absolutely critical for businesses to use technology to not just survive but to thrive. We also believe that it’s incredibly important to bring the best technology not only to those who can afford it, but to those who have traditionally been marginalised by the technology race. That’s why it is our mission to make technology available for everyone, big or small, enabling all businesses to achieve success that is both sustainable and scalable. Why join us: A Place Where People Thrive At StoreHub, we use the term “pro sports team” to describe how we operate, referring to ourselves as Players (our teammates) and Coaches (our managers). In a pro sports team, we know that winning involves working together with teammates who are extraordinary at what they do and are highly effective collaborators. The satisfaction of being on a pro sports team is immense. Our vision of a great workplace is not free lunches, fancy buildings, or frequent parties. Instead, we believe a great workplace is about a group of people in singular pursuit of ambitious goals - in serving needs of businesses, big or small, by making technology available for everyone. In our team, we let results speak for themselves. There’s no reward for long hours with poor results, and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work alone and long hours are not how we measure or talk about a person’s contribution. Our model works best for people who value teammates that deliver strong outcomes and results. While our players are fantastic, we know we can always be better. We believe that being at the top of our game must not hinder our desire to constantly pursue growth. Simply assembling a group of talented people in itself is not enough to win goals. They would need to train together to develop cohesion and chemistry, which synergise multiple talents into a single formidable force. In joining us, you’d be signing up for a journey of professional and personal growth with other driven and talented people. You can expect to learn from each other and build something meaningful as a dream team. An important discipline we practice to facilitate growth and teamwork is radical candour - we only say things about teammates that we say to their face (and in a respectful manner). And this goes for interactions with peers, managers, and even with our CEO. We embrace this level of directness so that feedback is real, praise is specific, and criticism is helpful. An important component to our culture of candour is developing a strong sense of self-awareness through frequent and meaningful reflections. We believe that candour and reflection help us grow individually and as a team, with more intentionality and less drama. We use Apple MacBooks, work in a modern and open office, with free parking, a fully stocked pantry, learning benefits, and provide health insurance. These are not random perks. Rather, we know that the right tools and environment are productivity multipliers that help set our team up for success. From ergonomic chairs, to blazing fast Internet, and optimum sunlight at work stations - no detail is ever too small in our design and desire to best support our team’s performance. You will also be introduced to over 20 different tools that we use to support basic tasks, so that we can focus our minds on the kind of work that matters. If what you’re reading about our team and work philosophy excites you, do get in touch! We’d be just as excited to meet and get to know you as well.

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