Quality Assurance Specialist

1 week ago

Eastwood Metro Manila, Philippines Intogreat Solutions Full time ₱900,000 - ₱1,200,000 per year

We are a global company with a footprint in AU, NZ, USA, UK and the Philippines, providing offshore professional staffing solutions for small and medium-sized businesses across various industries, with a focus on Insurance, Home Loans, Financial Planning, Contact Centers, Banking, and Accounting. We seamlessly integrate offshore teams into businesses, helping them boost profitability, productivity, and customer focus. We specialize in delivering tailored solutions that meet the unique needs of our clients. Our approach is deeply rooted in fostering meaningful relationships and driving value for our partners.

This role is on an On-site setup. Our office is located at Eastwood in Libis, Quezon City.

Job Responsibilities


• Resolve cases around incident management & quality assurance.


• Follow our internal incident handling procedures and consequence matrices based on the incident types.


• Use the best of your judgment to identify lack of quality and rely on facts to deliver consistent feedback to our chauffeurs & LSPs.


• Be the master of our internal processes & procedures to provide the best coaching experience for our chauffeurs & LSPs.


• Support our Market Managers and provide regular feedback on the performance and quality standards of our partners.


• Support our onboarding team by performing activation calls and only allowing chauffeurs meeting quality standards on our platform.


• Process internal inquiries regarding incidents, quality related topics and quality assurance.


• Maintain stability and a high quality of service in our areas of operation.


• Provide regular feedback and conduct check-up calls with our partners.


• Provide statistics and insight into current trends within our operational teams.


• Ensure delivery of excellent service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries.


• Provide consistent feedback regarding quality as well as processes.


• Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment

Job Qualifications:


• Must have at least 3-4 years of BPO experience, as a Quality Specialist, Ride-hailing, Dispatch, Travel, and Hotel Reservations is an Advantage.


• Have basic computer skills, as well as a working knowledge of essential customer relationship management software.

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