Customer Care Quality Reviewer - Interaction Assessment

Progressive Technology; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Flexible work options

Hybrid work model

Career development opportunities

Job summary

Progressive Technology is seeking a Customer Care Quality Reviewer – Interaction Assessment to evaluate customer service interactions across calls, chats, and emails, ensuring adherence to standards and data privacy.

The role involves applying scorecards, identifying gaps, reporting findings, and collaborating with trainers and support teams to drive continuous improvement. On-site or hybrid arrangements may be available in Metro Manila.

Qualifications

• Bachelor's degree or equivalent experience in business/communications preferred.
• Experience applying quality standards to customer interactions.
• Familiar with CRM, ticketing, and call monitoring tools.
• Knowledge of data protection and privacy practices.

Responsibilities

• Review calls, emails, chats against evaluation criteria.
• Apply quality scorecards to assess professionalism, accuracy, and empathy.
• Provide actionable feedback and support coaching.
• Maintain confidential records and generate reports.

Skills

Written communication

Active listening

Analytical skills

CRM systems

Quality assurance

Data privacy

Excel

Reporting

Time management

Education

Bachelor's degree

Diploma in customer service

Job description

1. Job Summary

Progressive Technology is seeking a detail-oriented, analytical, and customer-focused Customer Care Quality Reviewer – Interaction Assessment to evaluate customer service interactions and help maintain high standards of service quality. This role is ideal for professionals who are passionate about customer experience, communication excellence, process improvement, and quality assurance.

The successful candidate will review customer interactions across multiple communication channels, including telephone calls, emails, live chats, and other customer support platforms. The primary responsibility is to assess whether customer care representatives follow established service standards, communicate professionally, provide accurate information, comply with company policies, and deliver satisfactory customer experiences.

The Customer Care Quality Reviewer will identify strengths, detect service gaps, document quality findings, and provide constructive feedback to support teams. By analyzing interaction trends and collaborating with team leaders, trainers, and customer support managers, the reviewer will contribute to continuous improvement initiatives and help enhance overall customer satisfaction.

This position requires strong listening and analytical skills, attention to detail, impartial judgment, and the ability to handle customer information confidentially. Candidates who enjoy evaluating performance, identifying improvement opportunities, and supporting operational excellence are encouraged to apply.

2. Key Responsibilities

• Customer Interaction Evaluation: Review recorded customer calls, chat transcripts, emails, and other support interactions to assess service quality against established evaluation criteria and performance standards.
• Quality Scorecard Management: Apply standardized quality scorecards to evaluate communication, professionalism, accuracy, empathy, issue resolution, and adherence to approved procedures.
• Communication Assessment: Assess whether customer care representatives communicate clearly, demonstrate active listening, use appropriate language, and maintain a respectful and professional tone.
• Policy and Procedure Compliance: Verify that interactions comply with internal guidelines, approved workflows, customer verification requirements, data protection policies, and relevant regulatory standards.
• Issue Resolution Review: Evaluate whether customer concerns are understood correctly, handled efficiently, resolved appropriately, or escalated to the relevant department when necessary.
• Performance Gap Identification: Identify recurring errors, missed opportunities, inconsistent service delivery, and other areas that may affect customer satisfaction or operational performance.
• Constructive Feedback: Prepare objective, evidence-based feedback for customer service representatives and supervisors, highlighting successful practices and recommending specific improvements.
• Quality Reporting: Maintain accurate evaluation records, prepare quality reports, and communicate findings to team leaders and relevant stakeholders.
• Trend Analysis: Analyze quality scores and interaction patterns to identify common customer complaints, training requirements, communication issues, and process inefficiencies.
• Coaching Support: Collaborate with trainers and team leaders to support coaching sessions, refresher training, and individual development plans.
• Calibration Activities: Participate in quality calibration meetings to promote consistent scoring practices and ensure reviewers interpret quality standards uniformly.
• Customer Experience Improvement: Recommend practical changes to scripts, knowledge resources, service workflows, and customer communication practices.
• Escalation of Critical Findings: Promptly report serious compliance concerns, inappropriate conduct, inaccurate information, or other high-risk issues through the appropriate internal channels.
• Documentation and Confidentiality: Maintain organized, accurate, and confidential records of reviewed interactions, evaluation results, and follow-up actions.
• Continuous Learning: Stay informed about changes to customer service policies, quality standards, product information, and assessment procedures.

3. Required Skills and Qualifications

Educational Qualifications

A bachelors degree in Business Administration, Communications, Management, English, Customer Relationship Management, or a related discipline is preferred.

Candidates with relevant customer service experience, quality assurance training, or equivalent practical skills may also be considered.

A diploma or other recognized qualification in customer service, business operations, or quality management may be beneficial.

Technical and Professional Skills

• Strong written and verbal communication skills.
• Excellent listening, reading comprehension, and analytical abilities.
• Ability to evaluate customer interactions objectively using defined quality standards.
• Strong attention to detail when identifying errors, inconsistencies, and compliance gaps.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint, or equivalent productivity tools.
• Ability to work with customer relationship management (CRM) systems, ticketing platforms, call recording software, and quality monitoring tools.
• Basic understanding of customer satisfaction metrics, quality assurance processes, and performance scorecards.
• Ability to organize evaluation data, prepare reports, and summarize findings clearly.
• Strong time management skills and the ability to meet review targets without compromising assessment accuracy.
• Professional judgment when handling sensitive customer information.
• A proactive approach to problem-solving and continuous improvement.

Personal Attributes

• Integrity and impartiality when evaluating employee performance.
• Patience and professionalism when reviewing challenging customer interactions.
• A constructive approach to providing feedback.
• Willingness to learn new systems, procedures, and quality assessment methodologies.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Commitment to customer satisfaction, fairness, accuracy, and operational excellence.

4. Experience

Progressive Technology may consider candidates with different levels of professional experience, depending on the requirements of the position.

Preferred Experience:

• Approximately 1–3 years of experience in customer service, contact center operations, quality assurance, customer experience, or a related field.
• Previous experience evaluating telephone calls, chat conversations, email responses, or other customer service interactions.
• Familiarity with quality scorecards, performance monitoring, customer feedback, and service-level expectations.
• Experience identifying performance gaps and providing actionable feedback to customer-facing employees.
• Exposure to CRM platforms, reporting dashboards, call monitoring systems, or customer support software.
• Experience preparing evaluation reports and communicating findings to supervisors or operational managers.
• Candidates without direct quality assurance experience may be considered if they demonstrate strong communication skills, analytical thinking, attention to detail, and a genuine interest in customer experience management. Relevant internships, customer support roles, administrative experience, or transferable skills can be advantageous.

Entry-Level Candidates:

Training may be provided on the companys evaluation framework, internal systems, documentation requirements, and quality standards, subject to the needs of the position.

5. Working Hours

Working hours will depend on the assigned team, customer support operations, and employment arrangement.

Employment Type: Full-time or part-time, depending on business requirements and the advertised vacancy.

Work Arrangement: On-site, hybrid, or remote, where available and explicitly offered for the position.

Typical Schedule: Standard business hours or designated shifts aligned with customer support operations.

Shift Flexibility: Some positions may require evening, weekend, or rotating-shift availability.

Workload Management: Reviewers are expected to manage daily evaluation targets, documentation, reporting, and scheduled calibration meetings.

Breaks and Leave: Breaks, holidays, and leave entitlements will follow the applicable employment policy and local labor requirements.

Training and Meetings: Employees may be required to attend onboarding sessions, quality calibration meetings, team discussions, and periodic performance reviews.

Applicants should confirm the exact schedule, location, employment status, and remote-work eligibility with the hiring team before accepting an offer.

6. Knowledge, Skills, and Abilities

Knowledge

• Understanding of customer service principles and customer experience expectations.
• Familiarity with call center operations, customer support workflows, and service quality standards.
• Knowledge of professional communication, active listening, empathy, and effective complaint handling.
• Awareness of data confidentiality, customer privacy, and appropriate information-handling practices.
• Understanding of quality monitoring procedures, scoring methodologies, and performance documentation.
• Basic knowledge of customer satisfaction indicators, first-contact resolution, response quality, and escalation management.
• Familiarity with continuous improvement methods and employee coaching practices.

Skills

• Ability to evaluate customer interactions consistently and fairly.
• Strong critical thinking and evidence-based decision-making.
• Excellent written documentation and report preparation.
• Ability to distinguish between minor service gaps and critical compliance concerns.
• Effective feedback delivery and professional interpersonal communication.
• Competence in reviewing large volumes of information while maintaining accuracy.
• Ability to recognize recurring patterns and convert findings into practical recommendations.
• Strong organizational skills and the ability to prioritize work according to deadlines and business needs.

Abilities

• Ability to remain objective when assessing different representatives and customer situations.
• Ability to work with confidential information responsibly.
• Ability to adapt to changing evaluation criteria, customer expectations, and operational procedures.
• Ability to explain quality findings clearly to employees, team leaders, and managers.
• Ability to identify training opportunities and support service improvement initiatives.
• Ability to maintain consistent productivity and accuracy in a structured quality assurance environment.
• Ability to contribute positively to a collaborative team focused on delivering reliable and customer-centered service.

7. Benefits

• Competitive Compensation: Salary or hourly compensation aligned with the role, experience, skills, and local market conditions.
• Professional Development: Opportunities to develop expertise in customer experience, quality assurance, service operations, and performance analysis.
• Training and Onboarding: Structured training on quality evaluation procedures, communication standards, internal systems, and company policies.
• Career Advancement: Potential progression into senior quality reviewer, quality assurance analyst, quality team leader, customer experience specialist, or quality manager positions.
• Flexible Work Options: Remote or hybrid arrangements where the specific vacancy supports them.
• Performance Recognition: Recognition for consistent evaluation accuracy, dependable reporting, and meaningful contributions to service improvement, where offered by the company.
• Collaborative Environment: Opportunities to work with customer service teams, trainers, supervisors, and operational managers.
• Work-Life Balance: Scheduling arrangements and leave benefits in accordance with the applicable employment policy.
• Skill Development: Opportunities to strengthen analytical thinking, reporting, coaching, communication, and problem-solving capabilities.

8. Why Join Progressive Technology?

Joining Progressive Technology as a Customer Care Quality Reviewer – Interaction Assessment offers an opportunity to contribute directly to service excellence and customer satisfaction.

In this role, your work will help ensure that customer interactions meet established standards, service representatives receive meaningful feedback, and operational teams gain valuable insights into customer needs. Your evaluations will support more consistent communication, effective issue resolution, and stronger customer relationships.

The position also provides an opportunity to develop specialized skills in quality assurance, performance analysis, customer experience management, and operational improvement. By working with customer-facing teams and business stakeholders, you can gain a broader understanding of service delivery and contribute to initiatives that improve both employee performance and customer outcomes.

Progressive Technology welcomes candidates who demonstrate professionalism, curiosity, accountability, and a commitment to continuous learning. Whether you are an experienced quality assurance professional or a customer service specialist looking to develop your career, this position can offer a foundation for growth in customer experience and service operations.

If you enjoy identifying improvement opportunities, evaluating communication quality, and helping teams deliver better service, this role may be a suitable next step in your professional journey.