Service Excellence Advocate

6 days ago

Taguig, National Capital Region, Philippines beBeeQuality Full time $36,000 - $42,000
Quality Assurance Specialist

The Quality Assurance Specialist is responsible for continuous evaluations, assessments, and improvements of service quality provided. Identifying areas for improvement and ensuring every interaction with customers is handled in a professional, efficient, and satisfactory manner.


Key Responsibilities:
  • Monitor and evaluate interactions to provide effective feedback to agents or supervisors to improve their work.
  • Ensure compliance with quality guidelines and customer service protocols.
  • Collaborate with the Training team in the implementation of training programs.
  • Report on progress of assessments, incidents, and failures to meet objectives.
  • Develop and update Key Performance Indicators (KPIs) to evaluate and optimize customer service processes.

Requirements:
  • Bachelor's degree in Information Technology, Information Systems, Software Engineering, or related fields.
  • 1-2 years of experience in Quality Assurance within customer service environments.
  • Intermediate to advanced level in OfficeSuite and GoogleSuite.
  • Solid experience using Zendesk, Talkdesk or another robust CRM.
  • Strong leadership, coaching, and people management skills.
  • Excellent communication and cross-functional collaboration abilities.
  • Familiarity with QA platforms, CRM tools, and industry best practices.
  • Analytical skills, strong attention to details, and a deep understanding of best practices in customer service.

Benefits Package:

100% company-funded private health insurance for employee and immediate family.

20 days vacation.

Phone finance, home office equipment, and wellness perks.

$2,000 USD annual coworking travel perk.

$2,000 USD annual professional development perk.

We are proud to be an equal employment opportunity employer and welcome people from diverse backgrounds.

Company Principles:

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening.

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