Quality & Client Experience Specialist

Foundever®; Makati; On-site; PHP 450,000 - 750,000; Full time

Job summary

Foundever is seeking a Quality Assurance professional in Makati, Philippines to calibrate and support quality standards between clients and ClientLogic. You will participate in joint call monitoring with client services and call center teams to ensure alignment with client expectations.

The role emphasizes analyzing customer satisfaction data, identifying root causes, and coordinating with Educational Services to implement appropriate training, COPC compliance, and continuous quality

Responsibilities

• Calibrating and supporting quality standards between clients and ClientLogic.
• Participates in joint call (contact) monitoring with client, client services team and call center team.
• Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
• Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.
• Monitor quality and accuracy attributes; recommend solutions to address root cause.
• Assist in customization of ClientLogic quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals.
• Provide recommendations on improving the quality process to achieve goals and objectives.
• Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.
• Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives.
• Monitor COPC requirements for the site.

Job description

Foundever is seeking a Quality Assurance professional in Makati, Philippines to calibrate and support quality standards between clients and ClientLogic. You will participate in joint call monitoring with client services and call center teams to ensure alignment with client expectations.

The role emphasizes analyzing customer satisfaction data, identifying root causes, and coordinating with Educational Services to implement appropriate training, COPC compliance, and continuous quality