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Customer Service Quality Assurance at Dermorepubliq Corporation
Pasig, Metro Manila, Philippines -
Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Quality Monitoring, Evaluation, Policy Compliance, Framework Adherence, Risk Identification, Feedback Provision, Reporting, Training Support, Process Improvement, Analytical Skills, Written Feedback, Coaching, Attention To Detail

Industry

Retail Health and Personal Care Products

Description
JOB SUMMARY The Customer Service Quality Assurance (CS QA) role ensures that all customer interactions meet Dermorepubliqs standards for quality, accuracy, tone, and marketplace compliance. This role safeguards the consistent application of the DERMO Framework and protects the brand from policy violations, misinformation, and reputational risk. The CS QA focuses on continuous improvement—using real cases to identify gaps, improve agent performance, and strengthen customer trust. KEY RESPONSIBILITIES Quality Monitoring & Evaluation Review customer chat interactions for accuracy, tone, and policy compliance. Audit adherence to the DERMO Framework across all CS conversations. Identify risks related to refunds, replacements, medical claims, or escalation handling. Feedback & Reporting Provide structured, constructive feedback to CS Lead Maintain QA scorecards, quality benchmarks, and performance reports. Support onboarding and refresher training using real chat examples. Process & Policy Improvement Identify recurring customer objections, confusion points, and agent errors. Recommend updates to scripts, macros, FAQs, and internal playbooks. Flag policy gaps or unclear scenarios to the CS Lead for review. QUALIFICATIONS & REQUIREMENTS Education: Bachelors degree preferred but not mandatory. Experience: Experience in customer service, QA, or compliance-related roles preferred. Familiarity with marketplace rules and refund logic is an advantage. Skills & Competencies: Strong attention to detail and analytical skills. Clear written feedback and coaching ability. Objective, fair, and improvement-focused mindset.
Responsibilities
The Customer Service Quality Assurance role involves monitoring and evaluating customer interactions to ensure adherence to quality standards, accuracy, tone, and marketplace compliance, specifically focusing on the DERMO Framework application. This role also provides structured feedback to the CS Lead, maintains QA scorecards, and supports training using real case examples.