Customer Experience Enhancement Expert

2 weeks ago

Manila, National Capital Region, Philippines beBeeQuality Full time $60,000 - $85,000
Job Description

As a dedicated Quality Assurance Specialist, you will play a crucial role in evaluating client support projects and administrative duties to identify areas for improvement. Your primary objective will be to contribute to enhancing the customer experience, boosting agent efficiency, and maintaining company standards.

The Key Responsibilities
  • Evaluate Customer Interactions: Scrutinize customer support interactions via multiple channels (e.g., 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 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.
  • Cross-Functional Collaboration: Work closely with the customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
Required Skills and Qualifications
  • 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.
  • Familiarity with QA and CRM Tools: Experience using quality assurance and customer relationship management tools and reporting software.
  • Problem-Solving: A proactive approach to help address challenges and make improvements.
  • Team-Oriented: Ability to collaborate with various functions to support Operations' quality and customer satisfaction goals.

Possible Finance is committed 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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