Customer Service Quality & Training Lead

Accelerated Global Solutions (Philippines) Inc; Parañaque; On-site; PHP 300,000 - 600,000; Full time

Job summary

Accelerated Global Solutions (Philippines) Inc is seeking a Customer Service Quality Assurance & Training Specialist in Parañaque to drive service excellence across hotline, live chat, email, ticketing, and social media.

You will monitor quality, identify gaps, develop targeted training, and partner with operations to strengthen customer service capabilities, aiming to improve satisfaction and reduce complaints.

Qualifications

• 2+ years frontline customer service in cross-border logistics.
• 6+ months QA, coaching, or training experience.
• Experience designing QA scorecards or training materials from ground up.
• Experience collaborating with IT/Product/Central Operations teams to improve knowledge bases, workflows, or CS tools.
• Strong English communication (written and verbal).
• Familiarity with SAP systems in CS operations.
• Proficient in Excel with QA data analysis.

Responsibilities

• Conduct weekly and monthly QA audits across tickets, email, live chat, hotline, and social media.
• Evaluate performance using QA criteria: response time, SOP compliance, accuracy, and empathy.
• Identify quality gaps such as incomplete responses or policy non-compliance.
• Prepare QA reports with performance trends and improvement opportunities.
• Develop improvement plans with measurable goals; validate outcomes with Supervisors.
• Analyze QA findings for knowledge gaps, outdated scripts, and SOP ambiguities.
• Escalate systemic issues to central support for enhancements.
• Support development of training framework for new hires.
• Deliver onboarding training on business fundamentals, CS systems, SOPs, and scripts.
• Organize refresher training, coaching sessions, and case studies.

Skills

Quality Assurance

Training & Coaching

QA Scorecards

Data Analytics

Customer Service

English Communication

Tools

SAP

Excel

Job description

Accelerated Global Solutions (Philippines) Inc is seeking a Customer Service Quality Assurance & Training Specialist in Parañaque to drive service excellence across hotline, live chat, email, ticketing, and social media.

You will monitor quality, identify gaps, develop targeted training, and partner with operations to strengthen customer service capabilities, aiming to improve satisfaction and reduce complaints.