QC Specialist - EN HTL(MJ003689)

Trip.com; Manila; On-site; PHP 446,400 - 669,600; Full time

Job summary

Trip.com is looking for a QC Specialist in Manila responsible for evaluating service advisor performance and enhancing service quality. Candidates should have a Bachelor’s degree and at least 3 years in quality assurance within customer service, preferably in the travel industry.

Excellent communication skills in English, knowledge of Mandarin is also advantageous. The role offers the opportunity to contribute to service improvements and be part of a high-performing team.

Qualifications

• Bachelor’s degree in Management, Comms, or any relevant field.
• At least 3 years quality assurance experience in a customer service environment, preferably in the travel/tourism industry.
• Excellent written and verbal English communication skills; Mandarin is a plus.

Responsibilities

• Evaluate Service Advisor performance by monitoring communications with customers.
• Provide feedback to Service Advisors and Management on performance.
• Lead quality and workflow improvement initiatives.

Skills

Communication skills

Customer-oriented mindset

Organization skills

Time management skills

Computer skills

Education

Bachelor’s degree in Management, Comms, or relevant field

Tools

MS Office

Job description

Regular Manila International business Service operations

QC SPECIALIST, PHCC

Job Responsibilities

• Evaluate Service Advisor performance by monitoring communications with customers and system operations
• Provide constructive feedback to Service Advisors, Team Leaders and Managers regarding communications, processes and systems
• Lead or participate in service quality and workflow improvement initiative
• Work as part of a high-performing team, supporting and helping colleagues and your Team Lead as required
• Advocate the Trip.com culture both internally and externally
• Assist with ad hoc projects, as assigned

Job Requirements

• Bachelor’s degree in Management, Comms, and/or any relevant field
• At least 3 years quality assurance experience in customer service environment; travel/tourism industry, preferred
• Excellent written and verbal English communication skills; ability to speak Mandarin is a plus
• Good computer skills and knowledge of MS Office tools
• Positive and forward-thinking attitude; diligent and results-orientated
• Strong customer-oriented mindset; organization and time management skills