Quality Assurance & 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

About the role

The Quality Assurance & Customer Retention Specialist is responsible for reviewing completed jobs, verifying technician compliance, identifying discrepancies, and ensuring all required information is accurately documented. The role also involves contacting customers following completed services to confirm satisfaction, address concerns, document feedback, and elevate issues when required. In addition, the specialist will manage dormant jobs, customer inquiries, and outstanding quotations to support customer retention and booking conversion.

Key responsibilities

• Review completed job files to ensure technicians have fulfilled all required technical and operational obligations

• Audit job cards for completeness, accuracy, and consistency

• Verify that required information and technical documentation have been properly recorded

• Identify incomplete records, discrepancies, mismatched job descriptions, and missing information

• Conduct outbound calls with customers following completed services to confirm satisfaction

• Gather customer feedback and accurately document the results

• Handle dissatisfied customers professionally and empathetically

• Maintain accurate and timely records of audit outcomes, customer feedback, surveys, and follow-up activities in the Bolt CRM

• Review dormant, inactive, and pending jobs to identify opportunities for reactivation

• Follow up on outstanding customer inquiries and quotations

About you

• At least 2 years of experience in quality assurance, quality control, compliance auditing, customer service, customer care, or a specialised call centre environment

• Strong English communication skills, both written and verbal

• Professional, warm, and confident telephone manner

• Excellent attention to detail and ability to identify errors, missing information, and inconsistencies

• Strong analytical and critical-thinking skills

• Strong customer service and relationship-building skills

• Comfortable handling difficult or sensitive customer conversations

• Experience using CRM, work-order management, or similar business systems

• Proficiency in general office and productivity software

• Strong time-management and prioritisation skills