Industry Expert

3 days ago

Makati City, National Capital Region, Philippines beBeeQualityAnalyst Full time ₱700,000 - ₱900,000
Customer Experience Specialist

Drive exceptional customer experiences and maintain client confidence and loyalty by conducting transaction monitoring of frontline agent's calls, e-mails, chat or any back office work. This includes root cause analysis with the aim of helping Contact Center Operations to drive consistency in quality assurance.

The role involves multiple responsibilities including:

  1. Transaction Monitoring - Ensure transactions performed by CSRs adhere to internal and/or external quality assurance requirements for excellent customer experience.
  2. Reporting - Create and update Customer Experience reports for the account by retrieving and updating files and data for accurate analysis and process improvement.
  3. Targeted analysis - Review, analyze, and interpret data affecting Customer Experience metrics to identify areas for improvement and overall strengths impacting customer experience.
  4. Flagging behaviours - Investigate customer complaints and non-compliance to Customer Experience standards and recommend corrective actions according to applicable company policies.
  5. Calibrations and Call Listening - Participate in calibration material preparation and discussions to ensure alignment with business, customer experience data, and coaching methodology for internal and external customers.

In addition to these key responsibilities, this role also requires:

  • Bachelor's degree in any field
  • Proficiency in MS Office applications (MS Word, Excel, PowerPoint)
  • At least 2 years of experience as a Quality Analyst in the BPO industry

This position is ideal for those who possess analytical skills, problem-solving and decision-making skills, excellent oral and written communication skills, and are adaptive to changing work schedules.

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