Quality Analyst

3 weeks ago


Metro Manila, Philippines Business Trends Philippines Full time

·        Acknowledge, assess and coordinate VOC escalations from all touchpoints (CS, Logistics, O2O, internal) with assigned SEPCO and partner PICs

·        Manage the VOC monitoring report and follow up on actions/feedback from PICs

·        Do initial checking of order and payment concerns via access to Hybris backoffice, payment gateway dashboard, NERP, Medallia (NPS) and Pure Player/3PD  portals, and report to Online Operations PICs for action/decision

·        Assist in coordinating cancellation requests with Online Operations and Logistics PICs

·        Manage order cancellations via Hybris backoffice

·        JIRA monitoring/support for Online Operations/VOC tickets

·        Assist in order tracking and reconciliation tasks

·        Assist in refund request preparation and status monitoring

·        Communicate VOC updates or next steps to SEPCO’s 3rd party CS and Logistics partners, using SEPCO-defined SOPs and spiels

·        Support other ad hoc requests related to Online Operations/VOC

 


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