QA-Driven Customer Retention Specialist

KMC Solutions; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

KMC Solutions is seeking a Quality Assurance & Customer Retention Specialist in a Manila-area role. You will review completed jobs, verify technician compliance, identify discrepancies, and document outcomes.

You will contact customers post-service to confirm satisfaction and capture feedback while managing dormant jobs and outstanding quotations to boost retention. The role requires 2+ years in QA, strong English, and excellent attention to detail.

Qualifications

• Minimum 2 years in QA, QC, compliance auditing, or customer service roles.
• Strong written and spoken English communication.
• Professional, warm telephone manner.
• Excellent attention to detail and ability to spot discrepancies.
• Analytical and critical-thinking skills.
• Strong customer service and relationship-building capabilities.
• Experience using CRM, work-order management, or similar systems.
• Proficient with general office software.
• Strong time-management and prioritisation skills.

Responsibilities

• Review completed job files for compliance with technical and operational obligations.
• Audit job cards for completeness and accuracy.
• Verify that required information and documentation are recorded.
• Identify incomplete records and missing information.
• Conduct outbound calls to confirm customer satisfaction after services.
• Gather and document customer feedback accurately.
• Handle dissatisfied customers professionally.
• Maintain records of audit outcomes and follow-up activities in Bolt CRM.
• Review dormant or pending jobs to identify reactivation opportunities.
• Follow up on outstanding inquiries and quotations.

Skills

Quality assurance

Quality control

Compliance auditing

Customer service

CRM experience

Call centre environment

Tools

Bolt CRM

General office software

Job description

KMC Solutions is seeking a Quality Assurance & Customer Retention Specialist in a Manila-area role. You will review completed jobs, verify technician compliance, identify discrepancies, and document outcomes.

You will contact customers post-service to confirm satisfaction and capture feedback while managing dormant jobs and outstanding quotations to boost retention. The role requires 2+ years in QA, strong English, and excellent attention to detail.