Quality Assurance

Pasig City, National Capital Region

Posted 8 days ago

Company:: PH Global Jet Express Inc. Call Center
Company Description:: We are a technology-based and internet development express delivery company, we entered the market in Indonesia back in 2015 to provide fast, easy, and hassle-free delivery service with efficient claims settlement system. Through the success of penetrating the express market and eventually became the country’s leading e-commerce brand, J&T is now expanding across Southeast Asia.
Contract Type:: Full Time
Experience Required:: 2 years
Education Level:: Bachelor’s Degree
Number of vacancies:: 3

Job Description

• Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with company policies and service quality standards.
• Develop and implement quality assurance guidelines to improve customer service performance.
• Identify areas of improvement and provide constructive feedback to customer service representatives.
• Work closely with team leads and trainers to develop training programs based on QA findings.
• Maintain QA reports and scorecards, tracking performance trends and key metrics.
• Conduct root cause analysis of customer complaints and suggest process improvements.
• Ensure compliance with company policies, industry standards, and customer expectations.
• Provide coaching sessions to enhance agent performance and service delivery.
• Collaborate with management to develop customer service improvement strategies.
• Stay updated with industry best practices and new QA methodologies.