QC - Quality Control Associate

3 days ago

Cebu City, Central Visayas, Philippines HOLIDAY FACTORY PACKAGE TOUR OPERATOR INC Full time ₱150,000 - ₱250,000 per year
Job Summary:

The Quality Control (QC) Associate is responsible for monitoring, evaluating, and improving the quality of customer interactions handled by travel and tour agents in the call center. This role ensures that all calls, chats, and emails meet company standards for accuracy, professionalism, and service excellence. The QC Associate provides feedback, identifies training needs, and supports continuous improvement to enhance customer satisfaction and operational performance.


Job Description / Key Responsibilities:

Monitor inbound and outbound calls, chat, and email transactions to ensure compliance with company policies and service standards.

Evaluate communication skills, accuracy of information, tone, and overall customer experience.

Maintain accurate evaluation records and generate performance reports.

Provide constructive feedback to agents to improve service quality and performance.

Coordinate with team leaders and trainers for follow-up coaching sessions or retraining needs.

Recognize and report outstanding agent performance.

Ensure all travel and tour bookings, cancellations, and inquiries are handled according to standard operating procedures.

Verify accuracy of travel details, booking data, and documentation based on client requirements.

Identify any service gaps or process deviations and recommend corrective actions.

Prepare daily, weekly, and monthly QC summary reports.

Analyze quality trends, recurring issues, and customer feedback to suggest process improvements.

Assist in setting quality benchmarks and performance indicators.

Work closely with the Operations, Training, and Customer Service teams to align quality goals with business objectives.

Participate in calibration sessions to ensure fairness and consistency in scoring.

Recommend new methods or tools to improve service delivery and efficiency.


Qualifications:

Bachelor's degree in Tourism, Business Administration, Communication, or related field.

At least 1–2 years of experience in a call center or BPO industry (experience in travel and tours is an advantage).

Strong attention to detail and analytical skills.

Excellent verbal and written communication skills in English.

Proficient in using systems, MS Office, and QA monitoring tools.

Strong sense of professionalism, objectivity, and confidentiality.

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