Customer Service qa/ trainerTvStartup Inc

TvStartup Inc. is a software and development service for Video Creators to start their own TV channels on OTT/ConnectedTV/SmartTV devices like Roku, Apple TV, Fire TV, and mobile apps. Our products have tools to support live streaming, video on demand, scheduled broadcast programming and other video management related services.
 
Our core product is our video management software which allows video creators of all kinds to easily manage, distribute and monetize their video content online.
 
Company Website: tvstartup.com
Job Overview:
 
We are seeking a detail-oriented and dedicated Customer Service Quality Assurance Specialist to join our team. The successful candidate will play a crucial role in maintaining the highest standards of customer service by monitoring, evaluating, and enhancing the performance of our customer service representatives.
 
Responsibilities:
Conduct quality assurance evaluations on customer service interactions, including phone calls, emails, and live chats.
Assess customer service representatives' adherence to company policies, procedures, and best practices.
Provide constructive feedback and coaching to customer service representatives to enhance their skills and performance.
Identify trends and areas for improvement based on evaluation data and recommend appropriate training and development programs.
Collaborate with management to develop and implement quality standards and guidelines for customer service operations.
Produce and maintain reports on QA performance metrics and trends to support decision-making.
Qualifications:
At least three (3) years work experience in a relevant field.
Proven experience in a customer service role, preferably with QA responsibilities.
Strong understanding of customer service principles, practices, and strategies.
Exceptional attention to detail and analytical skills.
Excellent communication and interpersonal skills.
Ability to work independently and in a team-oriented environment.
Proficient in using QA evaluation tools and software.
Willing to work onsite at IT Park, Cebu City.
Job Type: Full-time
 
Salary: Php25,000.00 - Php40,000.00 per month
 
Benefits:
Paid training
Supplemental pay types:
13th month salary
Ability to commute/relocate:
Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer Service QA: 3 years (Preferred)
Language:
English (Preferred)