Job Description

Customer Experience Quality and Experience Analyst

Bina's Auto Supply

Negotiable

On-site - Quezon City 3-5 Yrs Exp Bachelor Full-time

Job Description

Government Mandated Benefits

  • Company Social Events
  • Maternity & Paternity Leave, Parental Leave, Sick Leave

Others

Key Responsibilities

  1. Quality Assurance & Monitoring
    • Monitor customer interactions across all channels (calls, email, chat, Viber, social media, and tickets) to ensure compliance with CX standards and service guidelines.
    • Conduct regular quality audits, case reviews, and service evaluations using defined QA scorecards.
    • Identify service gaps, recurring errors, and deviations from approved processes or scripts.
    • Ensure proper handling of escalations, sensitive cases, and customer complaints from a quality perspective.
  2. Customer Feedback & Experience A...

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