Customer Experience QA Specialist & Coach

Percepta LLC; Hinoba-an; On-site; PHP 223,000 - 335,000; Full time

Job summary

Percepta LLC in the Philippines seeks a Quality Assurance Specialist to evaluate the customer experience by monitoring agents' interactions and providing concise, actionable feedback to improve service quality. You will support QA objectives, participate in calibration with Training and Operations, and assist with coaching, documentation and program-wide communications to help meet monthly targets.

A High School Diploma is required; college degree preferred.

Qualifications

• High School Diploma required; college degree preferred.
• 1 year of experience in customer service or related role.
• Quality assurance experience preferred.
• Proficient with client contact handling procedures.
• Coaching techniques a plus.

Responsibilities

• Monitor live or recorded agent interactions to ensure adherence to standards.
• Perform evaluations with concise, objective feedback.
• Identify trends and opportunities for improvement.
• Suggest process and procedure improvements.
• Conduct coaching sessions and participate in QA trainings.

Skills

Data entry

Proofreading

Communication skills

Organizational skills

Time management

Problem solving

Attention to detail

Teamwork

Education

High School Diploma

College degree preferred

Tools

Microsoft Office

Outlook

Internet Explorer

Job description

Percepta LLC in the Philippines seeks a Quality Assurance Specialist to evaluate the customer experience by monitoring agents' interactions and providing concise, actionable feedback to improve service quality. You will support QA objectives, participate in calibration with Training and Operations, and assist with coaching, documentation and program-wide communications to help meet monthly targets.

A High School Diploma is required; college degree preferred.