Service Quality Assurance Specialist

1 week ago


Manila, National Capital Region, Philippines NV GROUP HOLDINGS PTY LIMITED Full time
Job Overview
NV Group Holdings Pty Limited is seeking a Service Quality Assurance Specialist to ensure the delivery of exceptional services that meet or exceed client expectations. This role involves monitoring customer interactions, identifying areas for improvement, and providing feedback to team leaders and managers to drive continuous enhancement.

About NV Group
NV Group is a financial and legal services group with a global presence. Our company offers a range of services, including credit management, debt collection, and legal services, to prominent clients such as AGL, Telstra, EA, and more. As a Quality Assurance Analyst, you will play a crucial role in maintaining our high standards of service delivery.

Key Responsibilities
The successful candidate will be responsible for monitoring and evaluating transactional activities through various channels, including voice calls, email, chat, and SMS. They will deliver timely feedback to team leaders and managers, ensuring that our service delivery meets or exceeds client expectations. Additionally, they will work closely with cross-functional teams to identify areas for improvement and implement changes to enhance our service quality.

Required Skills and Qualifications
  • Bachelor's degree in any field.
  • Previous experience as a Quality Assurance Analyst in a call center/BPO setting is advantageous but not required.
  • Background in sales/collection/customer service, particularly in voice, email, chat, and SMS, is a plus.
  • Exposure to Australian accounts is highly desirable.
  • Excellent interpersonal skills.
  • Strong oral and written communication skills.
  • Results-driven, flexible, confident, and positive attitude.
  • Able to work independently, multitask, and perform under pressure.
  • Proficient in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).


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