Customer Service Quality Assurance CS QA

Dermorepubliq Corporation; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Dermorepubliq Corporation in Quezon City is seeking a Customer Service Quality Assurance professional to ensure all customer interactions meet the company’s standards for quality, accuracy, tone, and marketplace compliance. You will monitor chats, audit adherence to the DERMO Framework, provide structured feedback, maintain QA scorecards, and support onboarding with real chat examples.

This role focuses on identifying gaps, guiding process improvements, and safeguarding brand reputation through

Qualifications

• Bachelor's degree preferred but not mandatory.
• Experience in Customer Service, QA, or Compliance-related roles preferred.
• Familiarity with marketplace rules and refund logic is an advantage.
• Strong attention to detail and analytical skills.

Responsibilities

• Quality Monitoring & Evaluation: Review customer interactions for accuracy, tone, and policy compliance.
• Feedback & Reporting: Provide structured feedback and maintain QA scorecards and performance reports.
• Process & Policy Improvement: Identify gaps and recommend updates to scripts, FAQs, and internal playbooks.

Skills

Attention to detail

Analytical skills

Coaching feedback

Education

Bachelor's degree

Job description

Job Description:

Job Summary

The Customer Service Quality Assurance (CS QA) role ensures that all customer interactions meet Dermorepubliqs standards for quality, accuracy, tone, and marketplace compliance. This role safeguards the consistent application of the DERMO Framework and protects the brand from policy violations, misinformation, and reputational risk. The CS QA focuses on continuous improvement—using real cases to identify gaps, improve agent performance, and strengthen customer trust.

Key Responsibilities

Quality Monitoring & Evaluation

• Review customer chat interactions for accuracy, tone, and policy compliance.
• Audit adherence to the DERMO Framework across all CS conversations.
• Identify risks related to refunds, replacements, medical claims, or escalation handling.

Feedback & Reporting

• Provide structured, constructive feedback to CS Lead
• Maintain QA scorecards, quality benchmarks, and performance reports.
• Support onboarding and refresher training using real chat examples.

Process & Policy Improvement

• Identify recurring customer objections, confusion points, and agent errors.
• Recommend updates to scripts, macros, FAQs, and internal playbooks.
• Flag policy gaps or unclear scenarios to the CS Lead for review.

Qualifications & Requirements

Education:

• Bachelors degree preferred but not mandatory.

Experience:

• Experience In Customer Service, QA, Or Compliance-related Roles Preferred.
• Familiarity with marketplace rules and refund logic is an advantage.

Skills & Competencies:

• Strong attention to detail and analytical skills.
• Clear written feedback and coaching ability.
• Objective, fair, and improvement-focused mindset.