Quality Assurance / Quality Control Manager
Metro Manila, National Capital Region
Posted more than 30 days ago
- Company:
- PH GLOBAL JET EXPRESS INC.
- Company Description:
- J&T Express is a technology-based and internet development express delivery company. Established in August 2015, J&T Express has an extensive network that supports delivery services within inter-city, inter-province and across the island. J&T Express is committed to utilizing advanced IT systems to improve efficiency and quality of service to customers. Taking the principle of easy and fast delivery also efficient claims settlement, J&T Express began entering the express market from Indonesia and committed to expanding its business network to other Southeast Asian countries. By bringing "Express Your Online Business" as a slogan, J&T Express can make customer's online business become more practical and efficient , also encourages customers to do big business on E-commerce platform. Currently, J&T Philippines has started its preparation for their national launching. We are continuously searching for top caliber and highly motivated people to join our team!
- Contract Type:
- Full Time
- Experience Required:
- 5 to 10 years
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 10
Job Description
1. Willing to be trained
2. Can prepare reports.
3. Can work with a team with minimum amount of supervision.
4. Has the ability to multi-task as needed.
5. Driven to attain continuous improvement.
6. With keen attention to details.
7. Ability to make decisions on matters involving immediate problem solving within his/her area of control.
DUTIES AND RESPONSIBILITIES
1. Accurately & effectively identify errors and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience with the ability to make recommendations beyond authority.
2. Performs the compliance review of all batch documentation related to quality assurance audits and evaluations. Including call center agent phone conversation, process and service knowledge.
3. Ability to communicate both written and orally, accurately and effectively across different levels & cultural backgrounds. Handle more complex customer situations involving multi-site problem resolution and escalations.
4. Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process.
5. Mentors new team members and encourages sharing among the QA team functions.
6. Supports projects required for servicing customers and initiates business Quality improvement plans.
7. Provides feedback to Call Center Director suggesting methods to increase efficiency and identify areas of opportunity to improve customer satisfaction.
8. Duties may be supplemented or otherwise revised by J&T Express at its sole discretion.
KEY ACCOUNTABILITIES:
1. In-charge of the overseeing area QA policies and SOPs and works together with the Regional and/or Area Managers to implement policy and SOP changes.
2. Consolidates reports of all problematic parcels across all regions and escalates to the concerned department/s.
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