Customer Quality Specialist

2 weeks ago

Manila, National Capital Region, Philippines Cebu Pacific Air Full time

Primary Responsibilities:

  1. Conduct regular quality audits of customer interaction evaluations to ensure adherence to company standards and procedures.
  2. Analyze performance quality data of customer-facing employees to identify areas for improvement.
  3. Utilize QA results to provide valuable insights that inform and refine training programs and initiatives.
  4. Participate in calibration sessions with the customer-facing teams and partners to ensure alignment on quality standards.
  5. Develop and deliver comprehensive training programs specifically for customer-facing employees.
  6. Monitor and evaluate the effectiveness of training programs and make necessary adjustments.
  7. Collaborate with Operations to develop and update training materials.
  8. Work closely with Knowledge Management Specialists to ensure agents have easy access to accurate and updated information, empowering them to deliver high-quality service consistently.
  9. Stay up to date with industry trends and best practices in quality and training for customer-facing roles.

Basic Qualifications:

  1. Bachelor's degree in Education, Communications, or a related field is preferred.
  2. Minimum of 2 years of proven experience in Training and Quality Assurance roles, particularly in Customer Experience.
  3. Knowledge of training techniques, adult learning principles, and quality assurance processes and methodologies.
  4. Proficiency in Microsoft Office and other relevant software.
  5. Experience in using Articulate Rise 360 or similar eLearning platform is a plus.
  6. Excellent verbal and written communication skills.
  7. Proficiency in delivering training sessions and workshops.
  8. Ability to analyze data and identify trends.
  9. Strong problem-solving and critical thinking skills.
  10. Ability to work independently and as part of a team.

Note: This position is for an Individual Contributor and will be based in Pasay City, Metro Manila but on a hybrid work environment.


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