Operations Quality Expert, Customer Support Excellence

1 day ago

Ayala Alabang, National Capital Region, Philippines beBeeImprovement Full time ₱2,600,000 - ₱3,800,000

Quality Assurance Specialist, Operations New Remote

In this challenging role, you will evaluate client support projects and administrative duties to identify areas for improvement and offer actionable suggestions. Your expertise will contribute to improving the customer experience and maintaining company standards within operations.

The Responsibilities
  • Evaluate customer interactions: Scrutinize 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 back office team's handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
  • Analyze agent performance 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 support 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, training and documentation, and leadership to implement quality improvement initiatives.
Required Skills and Qualifications
  • Experience: Minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills: Ability to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to detail: Demonstrating the ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Remarkable communication: Effective, succinct, and positive feedback abilities, encompassing both written and spoken, to engage with agents and management.
  • Familiarity with QA and CRM tools: Experience using quality assurance and customer relationship management tools and reporting software (e.g., Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM).
  • Problem-solving: A proactive approach to help address challenges and make improvements.
  • Team-oriented: Ability to collaborate with various functions to support operations' quality and customer satisfaction goals.

Possible Finance is dedicated to 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.

  • Excellence in Customer Support

    1 day ago

    Ayala Alabang, National Capital Region, Philippines beBeeCustomerService Full time $4,000 - $8,000

    Customer Service RepresentativeWe are seeking a skilled Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers through various communication channels.In this role, you will have the opportunity to work with a diverse range of customers and...

  • Support Customers with Excellence

    1 day ago

    Ayala Alabang, National Capital Region, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,000,000

    Customer Service Representative RoleThe role of a Customer Service Representative at our organization involves handling customer inquiries and providing excellent service through multiple channels. As a key member of our team, you will be responsible for resolving customer issues efficiently and effectively, while maintaining a professional demeanor at all...

  • Multilingual Customer Support Expert

    6 hours ago

    Ayala Alabang, National Capital Region, Philippines beBeeSupport Full time ₱650,000 - ₱850,000

    Job OverviewWe are seeking a highly skilled Multilingual Customer Support Expert to deliver exceptional support to our French-speaking customers.Main Responsibilities:Provide prompt, clear, and helpful responses to customer inquiries via phone, live chat, and email in both French and English.Troubleshoot and resolve customer issues with professionalism and...

  • Operations Excellence Lead

    24 hours ago

    Ayala Alabang, National Capital Region, Philippines beBeeAutomation Full time ₱800,000 - ₱1,200,000

    Order Operations Manager Job SummaryWe are seeking a highly skilled Order Operations Manager to join our team. In this role, you will be responsible for leading the day-to-day execution and management of order operations, ensuring timely delivery of high-quality services to our customers.Key Responsibilities:Manage and oversee all aspects of order...

  • Customer Experience Quality Expert

    23 hours ago

    Ayala Alabang, National Capital Region, Philippines beBeeQuality Full time ₱800,000 - ₱1,200,000

    Quality Assurance Specialist PositionWe are seeking a self-driven and detail-oriented professional to join our team as a Quality Assurance Specialist. As part of our Call QA Team, you will be responsible for ensuring the highest level of quality support across the organization.Your key responsibilities will include interpreting and implementing quality...

  • Drive Operational Excellence

    1 day ago

    Ayala Alabang, National Capital Region, Philippines beBeeOperations Full time $50,000 - $80,000

    Operational Efficiency SpecialistThis role is an opportunity to drive operational excellence within the Customer Success department. As a key member of the team, you will be responsible for designing, implementing and continuously improving tools, processes and reports that enable consistent and scalable delivery operations.Responsibilities:Tool Development:...

  • Technical Support Expert

    24 hours ago

    Ayala Alabang, National Capital Region, Philippines beBeeTechnical Full time ₱800,000 - ₱1,200,000

    **Job Title:** Technical Support ExpertAbout the RoleMaintain technical relationships with clients through remote support services, ensuring their systems and devices are operational.Main ResponsibilitiesTackle complex hardware, software, and network issues via phone, chat, or email.Employ troubleshooting techniques to resolve customer queries...

  • Customer Operations Coordinator, Supply Chain Excellence

    1 week ago

    Ayala Alabang, National Capital Region, Philippines beBeeoperations Full time ₱800,000 - ₱1,200,000

    Job Description:The Customer Operations Coordinator, Supply Chain Excellence will play a pivotal role in ensuring seamless customer experiences and operational efficiency within our global supply chain. Key responsibilities include coordinating customer escalations, expedites, and allocations to guarantee fair and prioritized service for growth...

  • Quality Excellence Manager

    2 weeks ago

    Ayala Alabang, National Capital Region, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000

    Job Title: Quality Excellence ManagerOverviewThis position is responsible for monitoring, evaluating, and auditing a sampling of inbound and/or outbound calls and other contact methods to ensure quality excellence.Monitor and evaluate call samples to identify areas for improvementReport results of evaluations to stakeholders to inform business...

  • Proactive Customer Support Expert

    24 hours ago

    Ayala Alabang, National Capital Region, Philippines beBeeCustomerSupport Full time ₱120,000 - ₱300,000

    Remote Customer Support RepresentativeWe are seeking a detail-oriented and proactive professional to join our B2B Operations team as a Customer Support Representative.This role will involve being the primary point of contact for B2B clients via email and chat, handling incoming support inquiries with professionalism, empathy, and efficiency.You will...