Quality Assurance and Customer Experience Specialist

2 weeks ago


Cebu City, Central Visayas, Philippines Interactech Solutions Inc. Full time
  • Key Responsibilities:
    • Ensure adherence to quality assurance standards and standard operating procedures by monitoring, evaluating, and scoring inbound chats.
    • Review and evaluate customer issue tickets against established quality assurance instruments and standards.
    • Participate in calibration of feedback sessions, employee communication sessions, and creation of communication tools for continuous improvement.
    • Support business goals, quality standards, processes, and policies by ensuring CSR adherence to pre-determined quality assurance standards.
    • Conduct and lead training sessions as needed.
    • Provide performance expectations, action plans, and development plans to improve CSR performance.
    • Generate timely and accurate reports on chat quality, productivity, availability, and other key metrics.
  • Requirements:
    • Experience in checking, auditing, and rectifying errors made by CSRs during customer interactions.
    • Excellent communication skills in English and Tagalog, both written and verbal.
    • Strong computer skills and knowledge of QA databases and applications.
    • Strong analytical and problem-solving skills.
    • Meticulous attention to detail.
    • Strong team player with good communication skills.


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