Customer Service Quality Expert

2 weeks ago

Manila, National Capital Region, Philippines beBeeQuality Full time $50,000 - $70,000
Job Opportunity

We are looking for a skilled Call Quality Specialist to join our team. As a Call Quality Specialist, you will be responsible for reviewing conversations across all contact touchpoints, ensuring compliance with quality standards, guidelines, and procedures.

This role is ideal for someone who is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization.

About The Role
  • Interpret and implement quality assurance standards to ensure exceptional customer service
  • Document quality assurance activities with internal reporting and audits
Responsibilities
  • Review agents' conversations to maintain quality standards
  • Maintain audit, coaching, and performance logs
  • Document audit observations and identify areas for improvement
  • Contribute to call calibration sessions and provide training to team members
  • Participate in team meetings to discuss agent evaluation feedback and implementation of quality management strategies
Requirements
  • A minimum of 1 year of experience as a Quality Assurance Analyst, specializing in Customer Service and Sales within a voice campaign
  • Excellent analytical and problem-solving abilities, with a high level of attention to detail
  • Strong communication skills, both written and verbal
  • Ability to work independently with minimal supervision, as well as part of a team
Benefits

This role offers a challenging and rewarding opportunity to develop your skills and contribute to the success of our organization.

We offer a dynamic and supportive work environment, with opportunities for growth and development.

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