Quality Assurance Staff

Full job description

LOCATION: ORTIGAS, PASIG CITY

Job Summary:

The Quality Assurance Staff is responsible for the following functions:

Conducts regular visits to Meralco Business Center to perform audit on customer interactions between the Customer Care Representative and the customer based on prescribed checklist and agreed methodology and sampling approaches

Examines the corresponding case records in Meralco’s CRM system (Customer Experience Engine) based on the audit parameters on proper case documentation and customer interaction

Processes the findings from the field (customer interaction results) and the case documentation in CXE through a consolidated quality management report submitted daily to the QA Supervisor

Ensures product quality through accurate documentation of observations and non-conformances throughout the customer interaction review

Prepares audit operational reports required on a daily, weekly, monthly, quarterly, and annual basis

Qualifications:

Graduate of any 4-year course

Proficient in Filipino and English Language

Has experience in a Customer-Facing organization

Experience in Field Auditing Activities is an advantage

Preferably resides near the assigned business areas (posting is open in various locations)

Fresh graduates are welcome to apply

 

Industries: Oil & Energy

Function: Others