Quality Assurance Specialist at KMC Solutions Inc.

Job Description

DUTIES AND RESPONSIBILITIES:

  • Supports Operations in ensuring that representatives provide quality customer service

  • Evaluate Customer Support cases using a certified quality monitoring form

  • Keeps updated with relevant information to ensure that appropriate feedback is given to agents during evaluations and alignment during calibration sessions

  • Regularly provides feedback to agents regarding their performance

  • Creates accurate and complete reports to track agent performance and presents them to stakeholders

  • Analyzes agent data, and develops and implements initiatives to improve agent performance

  • Proactively reports issues encountered affecting self and agent productivity with a recommendation on how to resolve them

  • Reports inconsistencies and/or possible loopholes in processes and policies as a fraud mitigation measure.

 

SKILLS AND QUALIFICATIONS:

  • Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, any field.

  • Minimum 2 years in a functional quality assurance role is required.

  • Must have experience working for a VOD or a Telecommunications company

  • Thorough understanding of a Customer Support QA role for TV, mobile and internet

  • Reviews and designs quality forms and methodology

  • Advanced MS Excel/Google Sheet skills

  • Excellent written and verbal English communication skills

About KMC Solutions Inc.

The Largest Coworking & Staff Leasing Service Provider in the Philippines

KMC is an ISO-Certified provider of Flexible Workspace Solutions and Staff Leasing services in the Philippines. We have the country's largest network of serviced offices and coworking space, with facilities across Metro Manila, Cebu, Clark, and Iloilo. Headquartered in Bonifacio Global City (BGC), KMC delivers effective business solutions through the seamless integration of services, together with sister companies KMC Savills, the country's top real estate services firm and Kittleson & Carpo Consulting, a business consultancy firm.

We are dedicated to delivering customer-centric, highly flexible office space solutions to businesses seeking to establish their business operations and grow in the Philippines.

From building out facilities or providing private spaces in serviced offices, to comply with legal and business requirements, even down to human resources and payroll management. KMC offers a full suite of services that are designed to help companies outsource a team or enter and expand operations in the Philippines.

Location: Quezon City, Metro Manila, Philippines

Salary: Negotiable salary

Referral Reward: No rewards

Starting: Now

Contract: Full Time

Company Website: Visit

Tags:
Quality Assurance QA

Share this job on:

More jobs at KMC Solutions Inc.