Operational Excellence Specialist

7 days ago

Tanauan, Calabarzon, Philippines beBeeQuality Full time ₱580,000 - ₱830,000
Job Description

As a Quality Assurance Specialist, you will play a vital role in evaluating client support projects and administrative duties to identify areas for improvement. Your expertise will contribute to enhancing the customer experience, boosting agent efficiency, and maintaining company standards within Operations.

Key responsibilities include:

  • Evaluating customer interactions to ensure service excellence and alignment with company policies and procedures.
  • Reviewing back office task-handling to assess the quality of handling and adherence to company policies and procedures.
  • Analyzing agent performance to identify trends, patterns, and areas for improvement.
  • Providing constructive feedback to support agents based on evaluation results.
  • Developing QA standards to support quality assurance guidelines and procedures for customer support and back office processes.
  • Reporting and tracking metrics to monitor team performance.
Requirements

To excel in this role, you should possess:

  • A minimum of 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 opportunities for improvement.
  • Remarkable communication skills to engage with agents and management.
  • Familiarity with QA and CRM tools, such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, and CXone Mpower QM.
  • Problem-solving skills to address challenges and make improvements.
  • Team-oriented approach to collaborate with various functions to support Operations' quality and customer satisfaction goals.
Preferred Qualifications

While not required, experience working with BPO teams, training or coaching, familiarity with financial industry regulations, fluency in Spanish, and proficiency in leading automated quality assurance systems are highly valued.

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