Economic Mobility Specialist

21 hours ago

Province of Palawan, Mimaropa, Philippines beBeeQuality Full time ₱1,000,000 - ₱1,500,000
Job Overview

This role supports our mission to empower customers and their communities by unlocking economic mobility.

As a Quality Assurance Specialist, you will scrutinize client support projects and administrative tasks to identify areas for improvement and provide actionable suggestions.

Responsibilities
  • Evaluate customer interactions: Assess customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
  • Evaluate back office task-handling: Review the team's handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
  • Find opportunities for improvement: Analyze performance data to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching: Deliver constructive feedback to agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
  • Develop QA standards: Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Report and track metrics: Compile and report on team performance trends.
  • Cross-functional collaboration: Work closely with the customer support and back office teams to implement quality improvement initiatives.

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