Customer Experience Excellence Specialist

1 week ago

Taguig, National Capital Region, Philippines beBeeQuality Full time ₱3,500,000 - ₱4,500,000
Job Overview

The Quality Assurance Specialist is responsible for ensuring the highest quality of customer interactions, evaluating team performance, and providing constructive feedback to leadership.

This role requires a meticulous individual with excellent communication skills and the ability to multitask complex projects.

Key responsibilities include:

  • Assessing call quality from 1 to 5 in various KPIs: communication, approach, resolution, improvement areas, and information recall.
  • Identifying areas for improvement and providing timely written feedback to teammates.
  • Developing and managing QA scorecard templates and dashboards to visualize performance trends.
  • Participating in regular team meetings to discuss AE scores, trends, and suggestions.
Essential Qualifications
  • A minimum of three years of experience as a Quality Assurance Specialist.
  • Excellent time management and organizational skills.
  • Ability to prioritize tasks, work independently, and maintain confidentiality.
  • Proficiency in Microsoft Office Suite and Google Workspace applications.
  • Strong listening, verbal, and written communication skills.
  • Meticulous attention to detail.
  • Effective decision-making capabilities.
  • Ability to adapt to changing priorities and deadlines.
Preferred Skills
  • Knowledge of project management methodologies.
  • Experience with data analysis and visualization tools.
  • Strong interpersonal and teamwork skills.

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