Quality Assurance/Trainer

5 days ago

Ayala Alabang, National Capital Region, Philippines Gavin Ventures, Inc. Full time ₱230,000 - ₱250,000 per year

Job Purpose:

  • Quality Assurance: Conduct quality assessments of customer support interactions, including emails, live chat, and phone calls, ensuring compliance with company policies and industry standards.
  • Data Analysis: Analyze performance data to identify trends and areas of improvement in customer support. Utilize this data to make recommendations for enhancing the quality of support.
  • Feedback and Coaching: Provide constructive feedback to customer support agents based on quality assessments. Work closely with team leaders to develop and implement coaching plans for continuous improvement.
  • Training and Development: Assist in the development and delivery of training programs for customer support agents, focusing on best practices, communication skills, and product knowledge.
  • Process Improvement: Collaborate with other departments to identify and implement process improvements that enhance the efficiency and effectiveness of customer support.
  • Reporting: Prepare and present regular reports on quality assurance metrics, highlighting areas of success and areas that require attention.
  • Compliance: Stay abreast of industry regulations and ensure that customer support interactions adhere to legal and regulatory requirements.

Job Qualification:

  • Previous experience in a QA role, preferably in a customer support environment.
  • Proficiency in data analysis tools and customer support software.
  • Strong analytical and problem-solving skills.
  • Excellent written and communication and interpersonal skills.
  • Proficiency with Microsoft (word, excel, PowerPoint)
  • Ability to work independently and as part of a team.
  • Professional certification is a plus

Job Type: Full-time

Pay: Php23, Php25,000.00 per month

Benefits:

  • Gym membership
  • Health insurance
  • Paid training

Application Question(s):

  • How soon can you start?

Experience:

  • Quality Analyst: 1 year (Preferred)

Language:

  • English (Required)

Work Location: In person

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