CSR | Quality Assurance Specialist | Eastwood, QC

3 days ago

Quezon City, National Capital Region, Philippines Intogreat Solutions Full time ₱900,000 - ₱1,200,000 per year

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

Requirements

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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