CONTRACTS FOR QUALITY ASSURANCE AUDIT SERVICES UNDER MERALCO CUSTOMER CARE GROUP (BAC CONTROL NO. CU0924-0289-1)
Interested vendors are invited to participate in the bidding for the contracts for Quality Assurance (QA) Audit Services under MERALCO Customer Care Group (CCG) for any or all of the transactions below:
- 1. Contact Center Management Services for Voice Operations (Voice)
- 2. Contact Center Management Services for Digital Transactions (Digital)
- 3. MERALCO Business Center Walk-in Transactions (Walk-in)
SCOPE OF WORK FOR VOICE AND DIGITAL
- 1. Perform services at various Contact Center sites at the discretion of MERALCO
- 2. Create the Quality Audit workplan
- 3. Conduct QA using MERALCO AQL sampling method on Call Recordings and Digital Interactions post-transactions
- 4. Analyze and document findings on QA reviewed case samples in the QA platform
- 5. Provide recommended suggestions and interventions to minimize occurrence of errors
- 6. Set up a regular weekly, monthly, quarterly, and annual business review
- 7. Immediately notify MERALCO of significant and sensitive errors
- 8. Submit reportorial requirements
- 9. Perform all other related or ancillary services as may be specified by MERALCO
SCOPE OF WORK FOR WALK-IN
- 1. Conduct regular and random visits to MERALCO Business Centers to review interactions between the Customer Care Representatives (CCReps) and customers
- 2. Observe and monitor CCReps
- 3. Create the weekly Quality Audit workplan
- 4. Accomplish the QA checklist based on the two (2) key parameters
- 5. Analyze and document all findings on QA reviewed case samples
- 6. Prepare and submit the QA reports following the post-processing, validation, and integration activities
- 7. Reporting activities
- 8. Complete turn-over to MERALCO’s provided shared OneDrive all the audio recordings and personal information collected and processed during the quality assurance audit at the Business Centers on the following business day
- 9. Attend, resolve, and manage quality management findings and disputes from operations
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CALENDAR OF ACTIVITIES |
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ACTIVITY |
DATE |
TIME |
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Submission of Letter of Intent (LOI) and Eligibility Requirements |
September 30 – October 04, 2024 |
Until 11:59 PM of October 04, 2024 |
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Issuance of Bid Documents |
October 15, 2024 |
Until 11:59 PM of October 15, 2024 |
Interested vendors must submit the following for eligibility to participate in the bidding:
FOR VOICE AND DIGITAL
- For MERALCO Accredited Vendors:
- Certificate of MERALCO vendor accreditation wherein the accreditation must be similar to the Product ID for QA Audit Services
- Must not have an active and existing Contact Center Management Service Contract for Voice and Digital with MERALCO
- For Non-Accredited Vendors:
- Company Profile
- Securities & Exchange Commission (SEC) Registration Certificate
- Latest Audited Financial Statement
FOR WALK-IN
- For MERALCO Accredited Vendors:
- Certificate of MERALCO vendor accreditation wherein the accreditation must be similar to the Product ID for QA Audit Services
- For Non-Accredited Vendors:
- Company Profile
- Securities & Exchange Commission (SEC) Registration Certificate
- Latest Audited Financial Statement
- List of Completed and Ongoing Projects for the past three (3) years that are similar to QA Audit Services
The Letter of Intent (LOI) and the above-mentioned eligibility requirements must be submitted via email as PDF file attachments using a business email address only that includes the company's domain name. As part of cybersecurity protection, email addresses created from non-secure, free, or open third-party domains or sources will not be accepted as a company’s email address. Eligibility documents submitted through external document links shall also not be accepted. Non-accredited vendors must undergo the MERALCO accreditation process and must already be accredited by the time of the award.
The following shall also serve as basis during the bid evaluation:
- Has a track record of about 3 years of experience, supported by a Certificate of Satisfactory Performance, in implementing QA Audit Services
MERALCO reserves the right to:
- Accept any bid and to reject any or all bids and/or to annul the bidding process in its entirety, at any time prior to award of contract, without thereby incurring any liability to the affected bidders or any obligation to inform the participating bidders of the ground for MERALCO’s action;
- To issue an addendum to the Invitation to Bid at any time as a result of questions, change in acquisition schedule, or other relevant matters.
Interested vendors may obtain further information through the MERALCO Bids and Awards Committee Secretariat via email to Meralco_BAC_Secretariat@meralco.com.ph and group.networks.retail.services@meralco.com.ph.
Vendors must submit a Letter of Intent (LOI) in portable document format (PDF) with the required supporting documents via email to Meralco_BAC_Secretariat@meralco.com.ph and group.networks.retail.services@meralco.com.ph using business email address not later than 11:59 PM, October 04, 2024. The Bid Documents shall only be provided to vendors who submit an LOI and meet the eligibility requirements. Subsequent bid submission for eligible vendors must also be as file attachments using business email address only.
Bid Document Fee (non-refundable): Maximum of ₱24,000.00 (VAT Ex. shall be paid upon submission of bid documents)
(sgd.)
Chairman, MERALCO Bids and Awards Committee
https://company.meralco.com.ph/news-and-advisories/supply-chain-management-invitations-bid
