Customer Service Excellence Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeQuality Full time ₱900,000 - ₱1,500,000
Job Overview

The Quality Assurance Specialist plays a pivotal role in ensuring customer service excellence while upholding the highest standards of quality.

This dedicated professional contributes to the ongoing development of representatives by utilizing tools designed to monitor progress, identify strengths, and provide actionable steps to improve skills and address weaknesses.

Main Responsibilities:
  • Perform Daily Quality Audits:
    • Reports are included in the daily assessment process for comprehensive evaluation.
  • Monitor Performance Metrics:
    • Ensure adherence to established procedures and policies aligned with Quality Assurance guidelines.
  • Develop and Implement Quality Initiatives:
    • Establish and update Quality system standards for emails and calls based on business requirements.
    • Identify common errors in agent's work and plan training sessions to prevent re-occurrences.
    • Conduct audits to assess compliance with quality system standards.
    • Provide coaching, direction, training, and accurate solutions for Customer Support Representatives.
  • Produce Reports:
    • Deliver reports to Team Leaders for informed decision-making.
Qualifications and Skills:

To excel in this role, an individual must possess the following qualities:

Education and Experience:

  • A minimum of two (2) years of college education is required.
  • At least two (2) years of experience in customer service, preferably gained from a call center or BPO company.

Linguistic and Technical Skills:

  • Excellent communication, interpersonal, organizational, and presentation skills are essential.
  • Ability to read, analyze, and interpret general data reports, manuals, technical procedures, etc.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Cognitive and Problem-Solving Abilities:

  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret extensive technical instructions in mathematical or diagram form and deal with abstract and concrete variables.

Computer Proficiency:

  • Basic knowledge of internet navigation and operations.
  • Proficiency in Microsoft Office applications.
  • Typing speed of at least 40-60 words per minute.
  • Other required programs.

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