Operations Support Team Lead
2 weeks ago
As a Customer Experience Operations Support, your role involves upholding the exceptional service standards we maintain. Your responsibilities include overseeing, assessing, and enhancing the effectiveness of our collection team and various operational procedures. Your keen eye for detail, analytical abilities, and dedication to ongoing enhancement will significantly bolster our overall achievement in providing top-notch customer services.
Key Responsibilities:
- Quality Assurance Evaluation: Conduct regular quality assessments of customer interactions (phone calls, emails, chats, etc.) to ensure compliance with established standards and client-specific requirements.
- Feedback and Coaching: Provide constructive feedback and coaching to customer service representatives based on evaluation results, helping them improve their performance and adherence to guidelines.
- Performance Reporting: Generate comprehensive reports on QA findings, trends, and key performance indicators (KPIs) to assist in decision-making and process improvement efforts.
- Process Improvement: Collaborate with relevant teams to identify process gaps, recommend improvements, and implement changes to enhance overall service quality and efficiency.
- Training Support: Assist in the development and delivery of training programs to enhance the skills and knowledge of customer service representatives.
- Client Communication: Maintain open communication with clients to address QA-related concerns, share insights, and work collaboratively to achieve mutually beneficial goals.
- Documentation: Keep detailed records of QA evaluations, feedback sessions, and any other relevant data in a systematic manner.
- Compliance: Ensure that all customer interactions adhere to legal and regulatory compliance standards.
- Stay Informed: Stay updated on industry best practices, QA methodologies, and emerging trends to continuously improve the QA process.
Qualifications:
- Bachelor's degree in a related field or equivalent work experience.
- Proven experience in quality assurance, preferably in a customer service environment.
- Strong analytical skills with the ability to identify trends, patterns, and areas for improvement.
- Exceptional attention to detail and organizational skills.
- Excellent communication and interpersonal skills.
- Proficiency in using QA tools and software.
- Ability to work independently and as part of a team.
- Adherence to strict confidentiality and data security protocols.
- A commitment to continuous learning and professional development.
Location: The Playground PH (Ayala Hi-Way Abenson, Lipa)
Job Type: Full-time
Pay: Php30, Php40,000.00 per month
Experience:
- Collection: 2 years (Required)
Application Deadline: 05/31/2024
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