QA/Trainer (Office-based | SM North)

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Job Overview:

We are seeking a highly motivated and detail-oriented Quality Assurance/Trainer to join our growing Customer Service team. This role will be responsible for ensuring consistent quality in customer interactions across all channels (phone, email, chat, etc.) while also developing and delivering training programs to enhance the skills and knowledge of our customer service representatives. The ideal candidate will have a passion for customer service excellence, a strong analytical mindset, and excellent communication and training skills.

Job Responsibilities:

Quality Assurance:

• Monitor and evaluate customer interactions across all channels (phone, email, chat, social media) to ensure adherence to quality standards, procedures, and company policies.
• Identify trends and patterns in customer interactions to pinpoint areas for improvement in service delivery.
• Provide regular feedback and coaching to customer service representatives based on quality monitoring results.
• Maintain accurate records of quality assurance activities and performance metrics.
• Develop and update quality assurance forms, scorecards, and procedures.
• Collaborate with the Customer Service Manager to implement process improvements based on quality findings.
• Analyze customer feedback surveys and identify areas for improvement.

Training:

• Develop and deliver engaging and effective training programs for new hires and existing customer service representatives on product knowledge, customer service skills, company policies, and systems.
• Create training materials, including presentations, manuals, job aids, and online resources.
• Conduct training sessions through various methods, including classroom training, online webinars, and one-on-one coaching.
• Evaluate the effectiveness of training programs through assessments, feedback surveys, and performance data.
• Maintain training records and track employee progress.
• Stay up-to-date on product updates, industry best practices, and new training methodologies.
• Collaborate with other departments to ensure training materials are accurate and reflect current processes.

Other:

• This role may occasionally require assisting on the queues to handle inbound
• volume during peak periods or as needed.
• Participate in team meetings and contribute to departmental goals.
• Stay informed about company products, services, and policies.
• Perform other duties as assigned

Work Schedule: Must be willing to work in shifting schedule

Work Setup: Office-based

Work Locations: SM North EDSA Tower 1, North Avenue corner, Quezon City

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

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By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.