Service Quality Lead

2 weeks ago

Cebu City, Central Visayas, Philippines beBeeCoaching Full time ₱4,500,000 - ₱7,500,000
Job Title: Service Quality Lead

The role of the Service Quality Lead is a vital leadership position that requires strong coaching and supervision skills. The individual in this role will lead a team of associates by monitoring and managing their daily activities and performance.

Key Responsibilities:
  • Monitoring Performance: Review and monitor daily activities and performance, including attendance, call coverage, claim procedures, and quality standards.
  • Tracking Key Metrics: Track and report quality, attendance, productivity, and service measures to ensure the team meets client metric obligations.
  • Escalated Calls: Handle escalated customer calls as needed and notify the Operations Manager of any issues arising from customers and employees on a daily basis.
  • Associate Development: Monitor associate calls for quality standards, provide constructive feedback, and support training programs to coach towards performance improvement.
  • Performance Reviews: Conduct informal and formal performance reviews and take corrective action when necessary.
Requirements:
  • Leadership Experience: At least 2-5 years of experience in coaching and supervision.
  • Call Center Background: Previous call center and/or insurance experience.
  • Language Proficiency: High proficiency in English language.
  • Technical Skills: Computer literate with intermediate skill level in MS Office.
  • Knowledge of Billing Systems: Knowledge of billing systems.

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