Responsibilities- Perform issue analysis, validation and issue identification either according to management instructions or from proactive efforts using data analysis, business trends and voice of customers.
Collaborate with relevant departments to discuss and develop actionable solutions then follow up the progress until issues is fixed or target is achieved.- Drive process optimization, knowledge base update and product improvement according to root cause analysis.
Drive suppliers to develop improvement plans and targets by analyzing and identifying issue root causes. Be responsible for result improvement.
- Produce monthly report (Issue based report, improvement plan, improvement progress, and next step).
Three-year formal college graduate or above in Engineering, Computer Science, or other related courses
- Minimum 5 years experience in after-sales technical service call center industry (Quality Assurance, Data Analyst or Operations Manager role) or
Minimum 3 years in house call center and responsible for consumer experience management (Voice of Customer, Experience Officer, or Quality Operation Management role)- Experienced in After Sales - IT Telco Account
Experienced in using of analytical tools (Fishbone diagram, service journey flow chart, Six Sigma Yellow Belt - Histogram/Operation chart/Multivariate regression/scatter chart, etc.)
- Fluent in the English language
Be able to output analysis reports (presented in PPT and Excel format) and deliver professional presentation- Typing speed of at least 50 words/min (English)
Proficient in Microsoft office
- ELIGIBLE FOR HMO AFTER 6 MONTHS TENURE
Job Type: Full-time
Pay: Php30,
- 00 - Php35,000.00 per month
Benefits: - Health insurance
Schedule:
Day shift
Supplemental Pay:
Overtime pay
Ability to commute/relocate:- Ortigas Pasig: Reliably commute or planning to relocate before starting work (Preferred)
Education:Experience:
Customer service: 2 years (Preferred)
