Quality Assurance Analyst - Customer Experience & Process Improvement

OfficePartners, 360 Inc.; Davao City; On-site; PHP 223,000 - 357,000; Full time

Job summary

OfficePartners, 360 Inc. is seeking a QA support professional in the Philippines to monitor agent interactions and ensure adherence to company policies and procedures. The role involves investigating customer complaints and facilitating QA calibration sessions for process alignment.

The ideal candidate will provide actionable feedback to Operations leaders, document QA scores, and collaborate with Training and Ops teams to drive agent and process improvements.

Qualifications

• Experience in QA for customer service operations.
• Ability to document QA scores and opportunities.
• Collaborate with Training and Ops teams to align quality policies and procedures.
• Provide feedback to Operations leaders and managers.

Responsibilities

• Monitor agent interactions to assess agents' demeanor, product knowledge, and conformity to company policies and procedures.
• Investigate customer complaints.
• Participate and facilitate internal and external call calibration sessions to ensure alignment on the process.
• Provide feedback to Operations leaders and managers.
• Perform other duties assigned.
• Take phone calls and provide positive customer service.
• Assist operations and clients in documenting and reporting QA scores and opportunities.
• Provide recommendations for agent and process improvement.
• Collaborate with Training department and Ops team to align quality policies and procedures.

Skills

Quality Assurance

Customer service

Call calibration

Documentation

Feedback delivery

Job description

OfficePartners, 360 Inc. is seeking a QA support professional in the Philippines to monitor agent interactions and ensure adherence to company policies and procedures. The role involves investigating customer complaints and facilitating QA calibration sessions for process alignment.

The ideal candidate will provide actionable feedback to Operations leaders, document QA scores, and collaborate with Training and Ops teams to drive agent and process improvements.