Quality Assurance

This role involves conducting regular and random audits of customer interactions at MERALCO Business Centers to ensure adherence to quality standards and audits of documented transactions by the CCR through the Meralco system.

Key tasks include observation of CCR behavior and case documentation, using Quality Assurance checklists to assess interactions and documentation. The audit findings and performance are documented, analyzed, and reported weekly, monthly, quarterly, and annually. The role also includes preparing report presentations for management, identifying root causes of failed audit scores, and suggesting corrective and/or preventive actions.