Operations Quality Enhancement Specialist

2 days ago

Mandaue City, Central Visayas, Philippines beBeeQuality Full time $40,000 - $60,000

Job Role and Responsibilities:

  • Evaluate client support projects to identify areas for improvement.
  • Provide actionable suggestions to enhance customer experience, boost agent efficiency and maintain company standards.

Key Responsibilities:

  • Customer Interaction Evaluation: Scrutinize customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
  • Back Office Task-Handling Review: Assess the quality of handling underwriting and credit dispute tasks by the back office team and adherence to company policies and procedures.
  • Opportunities for Improvement: Analyze agent performance to identify trends, patterns and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • 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.
  • Developing QA Standards: Support establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Metrics Reporting: Compile and report on team performance trends.
Requirements and Qualifications
  • Experience: Minimum 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Analytical Skills: Ability to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to Detail: Identify potential service gaps, inconsistencies and opportunities for improvement.
  • Effective Communication: Engage with agents and management through written and spoken communication.
  • QA and CRM Tool Familiarity: Experience using quality assurance and customer relationship management tools and reporting software.
Preferred Qualifications
  • BPO Team Experience: Evaluate and deliver feedback to BPO teams and leadership.
  • Training and Coaching Experience: Provide agent coaching, training or mentorship.
  • Financial Industry Regulations: Familiarity with regulations that govern financial institutions is a plus.
  • Fluency in Spanish: Communicate effectively in both written and spoken Spanish to support bilingual environments.

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