Customer Experience Improvement Specialist

2 weeks ago

Porac, Philippines beBeeQuality Full time ₱4,600,000 - ₱7,300,000
Job Overview

Evaluate client support projects and administrative duties to identify areas for improvement. Contribute to improving customer experience, agent efficiency, and company standards.

Key Responsibilities
  • Evaluate customer interactions: Scrutinize multiple channels (phone, email, chat) to ensure service excellence and alignment with policies and procedures.
  • Evaluate back office task-handling: Review the back office team's handling of underwriting and credit dispute tasks to assess quality and adherence to company policies.
  • Find opportunities for improvement: Analyze agent performance to identify trends and patterns. 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.
  • 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 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.
  • Attention to detail: Identify potential service gaps and inconsistencies.
  • Remarkable communication: Effective, succinct, and positive feedback abilities.
  • Familiarity with QA and CRM tools: Experience using quality assurance and customer relationship management tools.
  • Problem-solving: A proactive approach to help address challenges.
  • Team-oriented: Ability to collaborate with various functions to support Operations' quality and customer satisfaction goals.
Preferred Qualifications
  • Experience working with BPO teams: Evaluating and delivering feedback to BPO teams and leadership.
  • Experience in training or coaching: Providing agent coaching, training, or mentorship.
  • Familiarity with financial industry regulations: Familiarity with regulations that govern financial institutions is a plus.
  • Fluency in Spanish: Experience communicating effectively in both written and spoken Spanish.

Possible Finance is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.

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