QA Staff

Customer Frontline Solutions, Inc; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

Customer Frontline Solutions, Inc. is seeking a QA Auditor to conduct regular and random audits of customer interactions at Meralco Business Centers. You will observe CCR behavior, document cases, and use QA checklists to assess interactions and documentation.

The role involves weekly to annual reporting, presenting findings, and identifying root causes to suggest corrective actions. On-site audits are required 1–3 times weekly.

Qualifications

• Fluent in English and Filipino (Tagalog).
• Proficient with MS Office; cloud platforms experience is a plus.
• QA experience in a BPO is advantageous.
• Able to meet KPIs and adhere to schedules.

Responsibilities

• Conduct regular and random audits of customer interactions at Meralco centers.
• Observe CCR behavior and document cases using QA checklists.
• Analyze audit findings and report weekly, monthly, quarterly, and yearly.
• Prepare management report presentations and identify root causes.
• Recommend corrective and preventive actions.

Skills

Analytical skills

English & Tagalog fluency

Attention to detail

Problem solving

Reporting ability

Education

4-year degree (preferred)

Senior High School or 2 years college

Tools

MS Office (Word, Excel, PowerPoint)

SharePoint

OneDrive

Power BI (advantage)

Job description

Job Description

Job Summary:

• This role involves conducting regular and random audits of customer interactions at MERALCO Business Centers to ensure adherence to quality standards and audits of documented transactions by the CCR through the Meralco system.
• Key tasks include observation of CCR behavior and case documentation, using Quality Assurance checklists to assess interactions and documentation. The audit findings and performance are documented, analyzed, and reported weekly, monthly, quarterly, and annually. The role also includes preparing report presentations for management, identifying root causes of failed audit scores, and suggesting corrective and/or preventive actions.

Qualifications

Job Qualifications:

• Male / Female
• Graduate of any 4-year course (preferred but not required),
• Senior High School Graduate or College Undergraduate (at least 2 years college from old curriculum)
• Proficient to MS Office applications – MS Word, MS Excel, MS Powerpoint.
• Familiarity with cloud-based platforms for data management (e.g., OneDrive, SharePoint)
• PowerBI skills – not required but an advantage
• Excellent analytical skills and problem-solving skills – can interpret data into report.
• Can fluently write, speak and understand English and Tagalog.
• Strong attention to details and strict adherence to report schedules, guidelines and policies.
• Experience as a QA in a BPO setting that conducts audits, assessing performance, and generating detailed reports is an advantage.
• Able to commit in meeting the KPIs that includes – Job Quality, Productivity, Adherence to Schedule and others)
• Amenable to conduct on-site audits at least once to thrice a week.