Senior Customer Service & Quality Lead — On-site Makati

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

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.