Quality Assurance Specialist
Global Rescue
Date: 5 days ago
City: Pasig City
Contract type: Full time
Company
Brief Description
Global Rescue is the world’s leading membership organization providing integrated medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004 Global Rescue’s unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies. For more information, please see www.globalrescue.com.
CULTURE
Global Rescue isn’t your average place to work and that’s why we’re comfortable saying we’re not for everyone. Our team of passionate, mission driven professionals are reinventing the travel risk and crisis management industry and helping save lives every day. We are a high-performance organization operating on a global scale. Our team is made up of driven, passionate, adventurous, team players that have a “get it done mentality”. The overall ethos is “no job too big or too small”; this is a place where one needs to be prepared to roll up your sleeves and get things done no matter your title. The culture of the office is fast-paced, collaborative and ever changing so there is always a buzz, you’ll never get bored or too comfortable working in crisis response.
Role Overview
Global Rescue is looking to add an enthusiastic and motivated individual to our growing Customer Relations team. As a Member Services Quality Assurance Specialist, you will responsible for monitoring and evaluating member services interactions across various channels (phone calls, emails, chat) to ensure the associates are meeting established quality standards, identify areas for improvement, and provide constructive feedback to associates, ultimately aiming to enhance customer satisfaction and overall service quality. You should be a team player, excellent multi-tasker, have great time management skills and enjoy helping find the right solutions for our members. This is a great opportunity for a motivated individual with customer service skills looking to grow their career.
Responsibilities
COMPENSATION: Based on experience + bonus + benefits
Brief Description
Global Rescue is the world’s leading membership organization providing integrated medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004 Global Rescue’s unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies. For more information, please see www.globalrescue.com.
CULTURE
Global Rescue isn’t your average place to work and that’s why we’re comfortable saying we’re not for everyone. Our team of passionate, mission driven professionals are reinventing the travel risk and crisis management industry and helping save lives every day. We are a high-performance organization operating on a global scale. Our team is made up of driven, passionate, adventurous, team players that have a “get it done mentality”. The overall ethos is “no job too big or too small”; this is a place where one needs to be prepared to roll up your sleeves and get things done no matter your title. The culture of the office is fast-paced, collaborative and ever changing so there is always a buzz, you’ll never get bored or too comfortable working in crisis response.
Role Overview
Global Rescue is looking to add an enthusiastic and motivated individual to our growing Customer Relations team. As a Member Services Quality Assurance Specialist, you will responsible for monitoring and evaluating member services interactions across various channels (phone calls, emails, chat) to ensure the associates are meeting established quality standards, identify areas for improvement, and provide constructive feedback to associates, ultimately aiming to enhance customer satisfaction and overall service quality. You should be a team player, excellent multi-tasker, have great time management skills and enjoy helping find the right solutions for our members. This is a great opportunity for a motivated individual with customer service skills looking to grow their career.
Responsibilities
- Regularly listen to recorded customer service interactions to assess agent performance against established quality standards, including adherence to company policies, product knowledge, communication skills, and issue resolution.
- Utilize standardized scoring systems to evaluate customer service interactions, providing detailed feedback on areas of strength and improvement for individual associates.
- Deliver constructive feedback to agents through coaching sessions, providing specific examples and actionable insights to improve future interactions.
- Analyze customer service data to identify patterns, trends, and recurring issues, highlighting areas where training or process improvements may be needed.
- 3+ years in a customer service role, preferably in a call center environment
- Background in quality assurance or performance management
- Excellent listening and communication skills
- Strong analytical skills to interpret data and identify trends
- Attention to detail and ability to assess performance objectively
- Proven ability to provide constructive feedback and coach others
- Ability to work independently and as part of a team
- Sales experience a plus
COMPENSATION: Based on experience + bonus + benefits
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