Location

Manila | On-site | Full-Time

What You’ll Do

• Evaluate Customer Care representatives’ ticket handling through systematic review of customer interactions, communication quality, accuracy of information provided, and adherence to internal processes and service standards
• Identify trends, patterns, and recurring issues in customer service delivery through detailed audit analysis
• Provide constructive, actionable feedback to Customer Care representatives and their managers based on audit findings
• Maintain audit documentation and contribute to the development and refinement of QA criteria, scorecards, and methodologies

Who You Are

• Organized and methodic
• Great communicator and collaborator
• Comfortable providing constructive feedback to others
• Analytical thinker
• Show ownership
• Thrive in an independent set up
• Proficiency in MS Of...