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AI Summary
Monitor and evaluate inbound and outbound customer interactions across calls, emails, and chat to ensure quality and compliance. Provide actionable feedback to teammates and collaborate with leadership to identify trends and improve operational processes.
WHAT YOU'LL OWN
- Monitor inbound and outbound calls, emails, and chat interactions
- Evaluate teammate performance against quality standards and company guidelines
- Assess demeanor, technical accuracy, customer service delivery, and compliance
- Provide clear, constructive, and actionable feedback to teammates and team leads
- Identify trends, flag recurring issues, and recommend process improvements
- Partner with operations and leadership to continuously raise the bar
WHO YOU ARE
- 3+ years of experience in a Quality Assurance role in a call center or BPO setting (Required)
- Detail-oriented — you catch what others miss, and you do it with care
- A confident, empathetic communicator who gives feedback that uplifts, not discourages
- Analytical thinker who can spot patterns and translate them into actionable insights
- Familiar with QA tools, scorecards, and calibration processes
- Self-driven and thrives working independently in a remote environment
- Flexible with shifting schedules and committed to consistency
WHAT WE OFFER
- Full-time remote work with a complete WFH support program
- Maxicare HMO + PhilHealth coverage
- SIL, PTO, and a special birthday leave
- Paid vacation leave
- Zero-interest employee loan program
- Performance bonuses and merit-based recognition
- Monthly Gen Pow-Wows and team engagement events with prizes
- Arvios Leadership Development Academy and workshop programs
- Monthly 1-on-1 touchbase calls with your HR partner
HOME OFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)
- Stable internet connection with at least 100 Mbps postpaid
- Laptop/Computer Specs: Minimum 16GB RAM with Intel i5 core processor, AMD Ryzen 5, or higher equivalent.
- For Windows users: Windows 11 OS is required
- Noise-Cancelling Headset
- Dual Monitor is mandatory
- Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup
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