Senior Quality Assurance Specialist

2 weeks ago

Imus, Calabarzon, Philippines beBeeQuality Full time ₱2,500,000 - ₱3,500,000
Job Summary

Evaluate client support projects and administrative duties to identify areas for improvement and offer actionable suggestions. Contribute to enhancing customer experience, boosting agent productivity, and maintaining quality standards within the organization.

The Responsibilities
  • Customer Interaction Evaluation: Carefully examine customer support interactions via multiple channels to ensure service excellence and alignment with company policies and procedures.
  • Back Office Task-Handling Evaluation: Review the back office team's handling of underwriting and credit dispute tasks to assess quality and adherence to company policies and procedures.
  • Opportunities for Improvement Analysis: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • 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.
  • QA Standards Development: Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Metrics Reporting and Tracking: Compile and report on team performance trends.
  • Cross-Functional Collaboration: Work closely with customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
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.
  • 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.
Preferred Qualifications
  • Experience Working with BPO Teams: Experience evaluating and delivering feedback to BPO teams and leadership.
  • Experience in Training or Coaching: Experience providing agent coaching, training, or mentorship.
  • Familiarity with Financial Industry Regulations: Familiarity with regulations that govern financial institutions and fintech companies is a plus.
  • Fluency in Spanish: Experience communicating effectively in both written and spoken Spanish to support bilingual environments.
  • Proficient in leading all aspects of automated quality assurance systems to improve agent performance.

We are 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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