Assurance Specialist

2 weeks ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱720,000 - ₱1,080,000
Quality Assurance Specialist

The Quality Assurance Specialist plays a pivotal role in overseeing the quality of customer interactions handled by Sales Advisors. The primary objective is to ensure exceptional service, adherence to standards, and continuous improvement.

Key Responsibilities
  • Lead the implementation and standardization of quality processes, requirements, and guidelines to monitor and evaluate inbound and outbound calls, SMS, and email interactions of Sales Advisors for compliance with business unit standards.
  • Develop and implement quality and process improvement strategies through effective collaboration with other business units to drive sustainable growth.
  • Deliver proactive and effective developmental and behavioral interventions, such as coaching, mentoring, training, 360-degree feedback, rewards, and recognition, to empower Sales Advisors and equip them to achieve their Key Result Areas (KRA).
  • Conduct periodic performance reviews, analyze trends, and assess internal and external factors affecting the organization. Develop strategies to enhance productivity and improve the service quality performance of the business unit.
Qualifications
  • Bachelor's degree in any related field.
  • Minimum of 1 year of experience in Quality Standard Operating Procedures.
  • Understanding of account profitability analysis (APA) of clients.
  • Knowledge in Quality Standards – Familiarity with QA and Customer Experience frameworks, evaluation scorecards, and compliance requirements.
  • Experience in Quality Management Systems and Programs.
  • Skilled in QA Tools and Reporting Software.
  • Strong communication and presentation skills.

Benefits: As a Quality Assurance Specialist, you will be part of a dynamic team dedicated to delivering exceptional customer experiences. You will have opportunities to develop your skills, work on challenging projects, and collaborate with experienced professionals.

What We Offer: A competitive compensation package, comprehensive benefits, and a collaborative work environment that encourages innovation and growth.

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