Quality Assurance Specialist — Elevating Healthcare CX

Shinagawa LASIK & Aesthetics Center Corp.; Eastern Manila District; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

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

Job summary

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.

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.

Skills

Call quality evaluation

CSR performance assessment

Omnichannel QA

Healthcare account experience

Education

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

Job description

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.