QA Specialist

6 days ago

Bonifacio Global Metro Manila, Philippines FWD Life Insurance Corporation Full time

The role is responsible for conducting fair and consistent evaluations of customer interactions across inbound and outbound customer interactions to provide accurate, objective, and consistent assessments. By analyzing the quality of service delivered, the role generates insights that support overall business improvement, provide actionable information for decision-making, and highlight opportunities to strengthen frontline performance. The QA Specialist - Customer Connect, ensures evaluations are completed within required volumes and timelines, with feedback that is clear, constructive, and aimed at enhancing customer experience and service quality. They also act as an added line of defense by flagging potential fraud, privacy breaches or any irregularities uncovered during evaluations. They participate in evaluation activities to ensure alignment on quality standards, updates, and procedures, helping maintain fairness and consistency across all evaluations.

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