XTN-D413275 | QUALITY ASSURANCE SPECIALIST

This person will be responsible for assessing the quality and adherence to compliance of the Customer Support team.

• 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.

• 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 qualitty 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

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

Originally posted on Himalayas