Senior Customer Experience Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000
Job Description

The Quality Assurance Analyst plays a pivotal role in maintaining the high standard of customer service provided by our team.

This position involves assessing associates' performance and providing constructive feedback to call center team leaders and managers.

Key Responsibilities include:

  • Assessing associates' performance and providing feedback to call center team leaders and managers.
  • Scoring each call from 1 to 5 based on various KPIs, including communication, approach, and resolution accuracy.
  • Identifying areas for improvement and providing recommendations to teammates.
  • Creating and managing a QA scorecard form and developing a dashboard to visualize performance metrics.
  • Participating in regular calls to discuss AE scores, trends, and suggestions.

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