QUALITY ASSURANCE SPECIALIST (DAYSHIFT)

Shinagawa LASIK & Aesthetics Center Corp.; Eastern Manila District; Sur place; PHP 279 000 - 502 000; Plein temps

Avantages offerts par ce poste

Employee discounts

Subsidized meals

5-day workweek

Morning shift

Birthday leave

HMO coverage

Leave credits (vacation & sick)

Vaccination benefit

Accident insurance

Career advancement

Annual performance reviews

Résumé du poste

Shinagawa LASIK & Aesthetics Center Corp. seeks a Quality Assurance Specialist to elevate customer experience by monitoring voice and non-voice interactions and ensuring service quality across Shinagawa Lasik and Aesthetics Center Corporation and Shinagawa Healthcare Solutions Corporation.

This role focuses on evaluating complaint handling, developing CS spiels, and guiding CSR performance to close gaps and maintain standards. On-site in Ortigas, Pasig City, with growth opportunities.

Qualifications

• Candidates must possess at least a Vocational Diploma/Short Course Certificate or Bachelor's Degree in any field.
• Senior High School graduates with relevant BPO or call center experience are also welcome to apply.
• With at least 2 years of relevant experience in Quality Assurance, preferably in a BPO or customer service environment.
• With experience in monitoring and evaluating both voice and non-voice interactions, including inbound and outbound calls, live chats, and email support.
• Experience in healthcare accounts is an advantage but not required.
• Well-verse in call quality evaluation, customer complaint handling, service standards, and CSR performance assessment.
• Willing to work on-site in Ortigas, Pasig City.

Responsabilités

• Monitor and evaluate calls, chats, emails, and other customer interactions across SLACC and SHSC.
• Assess CSR performance in handling customer inquiries, complaints, and service-related concerns.
• Ensure accuracy of information, quality of communication, and compliance with company service standards.
• Develop and update customer service scripts, spiels, and response templates.
• Identify service gaps and recurring customer complaints, and recommend improvements.
• Provide feedback to CSRs and coordinate with team leaders regarding performance improvement.
• Prepare quality evaluation reports and submit findings to the Immediate Supervisor.
• May assist in handling inbound customer calls from time to time.

Connaissances

Call quality evaluation

CSR performance assessment

Omnichannel QA

Healthcare account experience

Formation

Vocational Diploma/Short Course Certificate or Bachelor's Degree in any field

Description du poste

About the Role

Join our team in enhancing customer experience and ensuring consistent service quality across our LASIK and healthcare services through quality monitoring, customer interaction evaluation, and continuous service improvement.

The Quality Assurance Specialist responsible for monitoring voice and non-voice customer interactions, evaluating complaint handling and CSR performance, developing customer service spiels and communication guidelines, and ensuring consistent service quality across Shinagawa Lasik and Aesthetics Center Corporation and Shinagawa Healthcare Solutions Corporation.

Job Qualifications:

• Candidates must possess at least a Vocational Diploma/Short Course Certificate or Bachelor's Degree in any field.

• Senior High School graduates with relevant BPO or call center experience are also welcome to apply.

• With at least 2 years of relevant experience in Quality Assurance, preferably in a BPO or customer service environment.

• With experience in monitoring and evaluating both voice and non-voice interactions, including inbound and outbound calls, live chats, and email support.

• Experience in handling healthcare, medical services, or related accounts is an advantage but not required.

• Well-verse in call quality evaluation, customer complaint handling, service standards, and CSR performance assessment.

• Willing to work on-site in Ortigas, Pasig City.

Job Responsibilities:

• Monitor and evaluate calls, chats, emails, and other customer interactions across SLACC and SHSC.

• Assess CSR performance in handling customer inquiries, complaints, and service-related concerns.

• Ensure accuracy of information, quality of communication, and compliance with company service standards.

• Develop and update customer service scripts, spiels, and response templates.

• Identify service gaps and recurring customer complaints, and recommend improvements.

• Provide feedback to CSRs and coordinate with team leaders regarding performance improvement.

• Prepare quality evaluation reports and submit findings to the Immediate Supervisor.

• May assist in handling inbound customer calls from time to time.

Perks and Benefits:

• Employee discounts.

• Subsidized meal package.

• Five (5) working days per week with two (2) days off.

• Morning shift schedule.

• Paid birthday leave.

• HMO coverage of up to ₱350,000 per illness per year, with coverage for up to three (3) dependents.

• Fifteen (15) vacation and sick leave credits.

• Vaccination benefit.

• Accident insurance coverage of up to ₱100,000 per year.

• Career advancement and promotion opportunities.

• Annual performance and salary review.