Operations Quality Improvement Specialist

7 days ago


Sorsogon, Bicol, Philippines beBeeQuality Full time ₱700,000 - ₱1,000,000
Job Overview

Evaluate client support projects and administrative duties to identify areas for improvement, thereby enhancing the customer experience, agent efficiency, and company standards within operations.

The Key Responsibilities
  • Evaluate customer interactions via multiple channels to ensure service excellence and alignment with company policies.
  • Review back office task-handling to assess quality and adherence to company procedures.
  • Find opportunities for improvement in agent performance by analyzing trends and patterns.
  • Provide constructive feedback and coaching to support agents based on evaluation results.
  • Develop QA standards and guidelines for customer support and back office processes.
  • Report and track team performance metrics.
  • Cross-functional collaboration with customer support, back office teams, and leadership to implement quality improvements.
Requirements
  • Minimum 2-3 years of experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills to review and analyze customer interactions and audit histories.
  • Attention to detail to identify potential service gaps and inconsistencies.
  • Remarkable communication skills for effective, succinct, and positive feedback to engage with agents and management.
  • Familiarity with QA and CRM tools such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.
  • Problem-solving approach to address challenges and make improvements.
  • Team-oriented to collaborate with various functions to support Operations' quality and customer satisfaction goals.
Preferred Qualifications
  • Experience evaluating and delivering feedback to BPO teams and leadership.
  • Experience providing agent coaching, training, or mentorship.
  • Familiarity with financial industry regulations is a plus.
  • Fluency in Spanish to support bilingual environments.
  • Proficient in leading automated quality assurance systems to improve agent performance.

Possible Finance is dedicated to promoting financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.



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