Senior Customer Service/Quality Control (iGaming)

Funtomato Consultancy Inc.; Makati; On-site; PHP 446,000 - 781,000; Full time

Job summary

Funtomato Consultancy Inc. in Makati City, Salcedo Village, is seeking a Senior Customer Service / QC to monitor, evaluate, and coach CS interactions. This on-site role features a 4 days per week schedule with 12-hour days and a 1 hour 20 minute break.

You’ll drive QA/QC processes and quality improvements across the CS team. The ideal candidate has 2+ years in customer service and QA/QC, strong communication and analytical skills, and the ability to coach frontline staff.

Qualifications

• At least 2 years in customer service, quality control, or related experience.
• Experience in QA/QC, quality monitoring, or process implementation preferred.
• Strong communication, analytical, and problem-solving skills.
• Able to coach frontline customer service representatives.
• Detail-oriented and able to work in a fast-paced environment.
• Willing to work shifting schedule, including weekends and holidays.
• On-site work initially, with possible future remote setup.

Responsibilities

• Monitor and evaluate customer service interactions to maintain quality standards.
• Conduct quality checks and provide feedback and coaching to CS representatives.
• Support the implementation and improvement of CS processes and SOPs.
• Identify recurring issues and recommend improvements to service quality.
• Assist with issue escalation and incident handling.
• Maintain quality monitoring records and reports.
• Collaborate with Team Leader and CS team to improve overall service performance.

Skills

Customer service

Quality control

Coaching

Communication

Analytical thinking

Problem solving

Detail-oriented

Job description

Senior Customer Service / QC | Makati City | On-site

Location: Salcedo Village, Makati
Schedule: 4 days per week with compressed hours (12 hours/day with 1 hour and 20 mins break)

Key Responsibilities

• Monitor and evaluate customer service interactions to maintain quality standards.

• Conduct quality checks and provide feedback and coaching to CS representatives.

• Support the implementation and improvement of customer service processes and SOPs.

• Identify recurring issues and recommend improvements to service quality.

• Assist with issue escalation and incident handling.

• Maintain quality monitoring records and reports.

• Work closely with the Team Leader and CS team to improve overall service performance.

Qualifications

• At least 2 years of customer service, quality control, or related experience.

• Experience in QA/QC, quality monitoring, or process implementation is highly preferred.

• Strong understanding of customer service operations and quality standards.

• Excellent communication, analytical, and problem-solving skills.

• Able to coach and support frontline customer service representatives.

• Detail-oriented and comfortable working in a fast-paced environment.

• Willing to work on a shifting schedule, including weekends and holidays.

• Must be open to on-site work initially, with the possibility of transitioning to a remote setup in the future.