Business Quality Analyst

2 weeks ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000
Quality Assurance Role

Evaluate customer interactions and back-office task-handling to identify areas for improvement and offer actionable suggestions.

Responsibilities
  • Evaluate customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
  • Evaluate the back office team's handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
  • Find opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching: Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
  • Develop QA standards: Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Report and track metrics: Compile and report on team performance trends.
Requirements
  • Experience: Minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills: Ability to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to detail: Demonstrating the ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Remarkable communication: Effective, succinct, and positive feedback abilities, encompassing both written and spoken, to engage with agents and management.

As a key member of our team, you will be responsible for evaluating customer interactions and identifying areas for improvement. You will work closely with our support teams to develop and implement quality assurance standards, ensuring that our customers receive exceptional service.

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