Total 22 quality assurance job vacancies in Customer Service category in The Philippines

Responsibilities

• Monitor and manage customer feedback across multiple channels, including contact centre calls, email inboxes, and digital/traditional platforms
• Support contact centre operations by monitoring and auditing cases and reports, and processing related payments
• Work with system vendors to enhance and maintain the Customer Management System (CMS), including coordinating and tracking system improvements
• Conduct regular service quality audits across feedback channels and case management processes to ensure compliance with service standards and guidelines
• Track and analyse customer satisfaction metrics (e.g., surveys, app ratings) and recommend service improvements
• Manage escalation processes for high-priority or complex cases and support inter-department issue resolution
• Review and vet replies from operational divisions for quality and consistency
• Support and implement service improvement initiatives and other assigned duties

Requirements

• Degree in Mass Communications, Marketing, Business, or related discipline
• Minimum 3 years of relevant experience in customer service management, call centre operations, or service quality/quality assurance roles
• Strong analytical, interpersonal, and communication skills
• Experience in data analytics is an advantage

"This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to RMA Group’s PDPA and e2i’s PDPA."

1. Nature of Engagement & Requirements

• Remote working arrangement except when need to head down for QC
• Flexible working hours (no fixed schedule)
• Responsible for outcomes and quality oversight of assigned students, coaches, and client experience
• Have swim coach background
• Have customer service experience
• Have team managerial experinence

2. Compensation Structure

Monthly Stipend (Fixed)

• $1,000 per month

• Covers all core responsibilities listed in Section 3

Monthly Performance Bonus (Up to $800)

• Bonus is paid monthly based on achievement of key outcomes:

A. Student Retention Performance – $400

• $400 payable if monthly retention rate is ≥ 98%

• 0 payout if < 98%

B. Service Quality / Escalations – $400

• $400 payable if 2 or fewer escalated cases in the month

• 0 payout if > 2 escalations

Bonus Eligibility Condition - Bonus is only payable if the Contractor has:

• Fulfilled all core responsibilities in Section 3

• Maintained timely and satisfactory execution of duties throughout the month

3. Core Responsibilities (Covered under $1,000 stipend)

A. Lesson Quality & Coaching Oversight

• Conduct minimum 3 quality check (QC) observations per week

• Observe lessons and assess teaching quality, student progress, and adherence to SOP

• Engage with parents/students for feedback or concerns

• Provide feedback and follow-up with coaches after observations/gathering feedback

B. Coach Management

• Engage regularly with coaches to ensure:

• SOP compliance - e.g. Highlight frequent/late cancellations or no shows

• Proper student progression

• Consistent lesson quality

• Communicate updates, reminders, and operational changes to coaches

C. Student Progress & Parent Engagement

• Understand goals and needs of students

• Proactively conduct follow-ups for at least 14 students per week - check in & update on progress after engaging with coach

• Maintain communication with parents regarding progress/feedback where necessary

• Manage SwimSafer test registration process & post-test outcomes

D. Escalation Handling

• Receive escalations from admin or coaches regarding:

• Lesson quality issues

• Parent dissatisfaction

• Coach-related concerns, etc

• Assess and intervene where necessary to resolve issues professionally

E. Student Transition Plan

• Plan smooth hand-over of students from one coach to another when needed

• Ensure satisfaction through the hand-over and follow up after transition is complete

E. Administration Oversight

• Supervise admin support staff

• Assign and review administrative tasks when required

• Ensure administrative accuracy and timeliness in execution of duties

F. Reporting

• Submit weekly summary report, including:

• Student progress updates

• Issues / escalations & outcomes

• Coach performance observations

• Key risks or concerns

• Terminations & reasons

H. Retention & Service Improvement

• Monitor reasons for student termination

• Identify patterns and propose improvements to enhance retention and service quality

4. Working Style Expectations

• Remote and flexible working arrangement

• Expected to respond within reasonable timeframes for escalations and operational matters

• Focus is on outcomes, consistency, and service quality rather than hours worked

5. Key Performance Indicators (Monthly)

• ≥ 98% student retention rate

• ≤ 2 escalated cases

• Minimum QC sessions completed weekly

• Minimum student follow-ups completed weekly

• Timely submission of weekly reports 

Purpose: The role is responsible for handling customer quality issues and continuous improvement activities of the Company products and processes. You are required to drive internal departments on quality-related issues to follow up on effective corrective/preventive actions. You will be liaising with the internal team to support QBR, RMA, IFR, MRB, FAI Review and approval with Supplier and customer, In-Process Audit, FA Launch, 8D, SDR, FPY, tracker processes, and communicate between customer and internal team on Quality related matters.

Key areas of responsibilities:

• Lead and drive customer quality CAB meetings to derive root causes and corrective and preventive actions based on 8D methodology
• Perform ad-hoc visits to customer sites to facilitate investigation and improvement proposal
• Develop, drive, and lead the improvement of manufacturing systems and processes to meet and exceed customer expectations
• Lead and drive company-wide continuous improvement projects with relevant Organizations
• Build and drive customer relationships to improve customer satisfaction
• Perform customer quality performance monitoring and reporting to internal management and customer
• Manage the first article process and submit the report to the customer for approval
• Lead cross-functional team to establish the outgoing inspection checklist for NPI to ensure that the product meets customer requirement
• Analyze customer quality performance to identify trends and improvement opportunities
• Perform manufacturing audit

Qualification & Experiences:

• Degree in Mechanical/Mechatronics/Electrical/Manufacturing Engineering discipline
• At least 5 years of working experience, 3 years in dealing with customer quality managers or direct customer facing, related to the manufacturing environment, preferably from the semiconductor, semiconductor equipment industry, electronics, or high-tech instrument industry
• Strong knowledge and practices in 8D, SPC, FMEA, 6-sigma methodology (Certified Black/Green Belt), and change management
• Good understanding of first-article inspection requirements and expectations
• Excellent leadership and effective communicator with all levels of associates and management
• Experienced in Minitab is an advantage
• Experienced QMS auditor

Responsibilities

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The Executive, Service Quality drives the execution and continuous improvement of service quality across Far East Hospitality by translating data, audits, and guest feedback into actionable insights and operational improvements.

The role partners closely with properties to strengthen service delivery at key touchpoints, ensures consistency with brand standards, and reinforces a culture of service excellence through structured audits, performance tracking, and recognition platforms.

Service Audit & Performance Tracking (35%)

• Execute and coordinate Quarterly Service & Brand Standard Audits across all properties
  
• Consolidate, analyse, and present audit findings with clear insights and recommendations
  
• Track and follow up on property action plans to ensure accountability and timely closure
  
• Identify recurring service gaps and recommend improvement actions
  
• Enhance audit processes through digitalisation and continuous improvement
  

Service Standards & Guest Experience Enhancement (35%)

• Partner with property teams to strengthen service delivery at key customer touchpoints (e.g., arrival, stay, service recovery)
  
• Support implementation of FEH service culture and standards through onboarding and engagement initiatives
  
• Contribute to service culture campaigns (e.g., Daily Dose, engagement activations)
  
• Support execution and analysis of Customer Engagement Surveys (CEI)
  
• Work with brands leaders to ensure consistency and enhancement of brand experience standards
  

Service Excellence Recognition & Awards (20%)

• Coordinate and drive participation in internal and external service excellence awards
  
• Manage end-to-end submission process, including collation of materials, storytelling, and alignment with judging criteria
  
• Partner with properties to identify and nominate strong candidates or initiatives
  
• Organise and execute the annual Hall of Excellence, including coordination, communications, and event support
  
• Leverage recognition platforms to reinforce service excellence behaviours and motivate teams
  

Insights & Continuous Improvement (10%)

• Analyse guest feedback, audit outcomes, and survey data to identify trends and opportunities
  
• Translate insights into actionable recommendations to improve service performance
  
• Support cross-functional initiatives to enhance service quality and operational effectiveness
  
• Leverage digital tools and AI to improve reporting efficiency and insight generation
  

Others

• Perform any other duties assigned by supervisor, carrying them out diligently and professionally.
  

Requirements

• Degree in Customer Service, Hospitality or related field
  
• 1–3 years’ experience in Customer Experience, Service Quality, Hospitality, or related field is preferred, otherwise those who has no experience are welcome to apply
  
• Proficient in Microsoft PowerPoint, Excel, and Office Suite
  
• Strong data analysis and reporting skills with ability to translate insights into action
  
• Familiarity with guest feedback platforms (e.g., Revinate), survey tools, and dashboards
  
• Experience in event coordination or project management is an advantage
  
• Working knowledge of Generative AI tools to enhance reporting and productivity
  
• Analytical, structured, and detail-oriented
  
• Strong communication skills (written and verbal) with ability to influence stakeholders
  
• Organised with strong project management and coordination capabilities
  
• Proactive with high ownership and follow-through
  
• Collaborative and confident engaging both corporate and operational teams
  
• Passionate about service excellence and people recognition

Work location: Central
Working hours: Monday to Friday office hours
Salary: up to $2460 per month

6 months contract

Job Scope:

• Enhance work processes and customer relations to elevate service quality.
• Lead customer service surveys, analyse feedback, and drive process improvements.
• Track application payment and security checks to ensure efficiency and accuracy.
• Coordinate preparation, distribution, and courier services for streamlined logistics and timely delivery.
• Conduct quality checks on returned dosimeters, maintain communication with customers, and manage courier job lists to ensure quality assurance.

Requirements:

• Diploma in any field
• 1-2 years of relevant working experience in a service laboratory
• Proficient in Microsoft Excel
• Ability to work independently
• Good interpersonal communication skills
• Meticulous with an eye for detail

Interested applicants may apply or email your CV to nadirah.hirwandy@tg-hr.com

SINGAPOREANS ONLY

Working Hours

Monday – Friday, 8:30 AM – 6:00 PM

Key Responsibilities

• Monitor and manage feedback from multiple channels (calls, emails, digital platforms)

• Assist in monitoring, auditing cases, and processing payments for contact centre operations

• Manage and enhance the Authority's Customer Management System (CMS) in collaboration with system vendors

• Conduct regular service quality audits across feedback channels and case management processes

• Track and report customer satisfaction metrics and suggest actionable improvements

• Ensure effective escalation processes for high-priority or complex cases

• Respond to requests from operations divisions for vetting of replies

• Implement service improvement initiatives as assigned

Requirements

• Degree in Mass Communications, Marketing, or a related discipline

• At least 3 years of relevant experience in:

  • Customer service management

  • Call centre management

  • Quality service management

• Strong analytical, interpersonal, and communication skills

• Experience in data analytics is preferred

Job Summary

Lead and manage the OQC Operations team to ensure product quality meets customer requirements. Drive quality improvement projects, analyze data trends, and collaborate with cross-functional teams to resolve quality issues and maintain ISO standards.

Responsibilities

• Lead a team of Engineering Assistants, Technicians, and Inspectors to execute daily and weekly OQC Operations effectively
• Manage lot dispositions to ensure inspected lots meet customer requirements and are released timely for shipment
• Monitor critical process parameters and promptly report abnormal trends to Production for corrective action
• Initiate product Non-Conformance Material Reports (NCMR) and manage disposition of affected media
• Collaborate with IPQA and Process Engineers to implement improvement activities preventing recurring issues
• Identify quality concern areas and develop procedures or systems for prevention or improvement on a project basis
• Work with Quality Engineers and Production Line Engineers/Process Owners to resolve quality issues and customer complaints
• Participate in daily production meetings to highlight line performance abnormalities and quality concerns
• Review and analyze customer HDD performance data to alert internal teams of key issues
• Perform data traceability and trend analysis related to customer failures or internal quality concerns
• Support Project Management team by monitoring and providing timely feedback on customer-related concerns
• Maintain and uphold ISO standards within the OQC department
• Assist management in analyzing quality issues and initiating projects or plans to resolve them
• Control cost expenditure within the OQC section to optimize resource use
• Enforce safety and disciplinary standards within the OQC section to maintain a safe work environment

Required competencies and certifications

• Proficiency in Microsoft Office applications and QA analysis tools such as SPC, Minitab, and JMP
• Skilled in applying statistical concepts including probability distributions, hypothesis testing, and capability analysis
• Strong analytical skills with a methodological approach to problem-solving
• Effective verbal and written communication skills
• Ability to adapt to changing priorities and perform in a fast-paced environment

Preferred competencies and qualifications

• Diploma / Degree in Engineering, Science, Quality Management, or equivalent experience
• 2-3 years of relevant experience in customer quality or in-process quality within manufacturing industries
• Basic programming skills in Python, R, or similar languages
  

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Novita Widjaja | Registration No: R22105960