World-Class Client Experience Specialist

1 day ago

Cabuyao, Calabarzon, Philippines beBeeQuality Full time $100,000 - $120,000
Client Experience Strategist

We are seeking a seasoned professional to lead our Client Experience team and drive excellence in client satisfaction. The ideal candidate will have a proven track record of reducing churn and improving retention through quality-focused initiatives.

Job Description:

The Client Experience Strategist will be responsible for the overall direction, leadership, and performance of the Quality Assurance team. This role is focused on identifying service gaps, providing actionable feedback, and implementing continuous improvement strategies to ensure every client interaction reflects world-class quality.

Key Responsibilities:

  • Lead, mentor, and manage the QA team to ensure efficient execution of quality audits, reports, and corrective actions
  • Build a high-performance culture within the QA team that values accountability, accuracy, and proactive problem-solving
  • Allocate workloads, set targets, and monitor team KPIs to meet company goals for reduced churn and improved assistant performance
  • Oversee the design and execution of performance evaluations, audits, and quality checks for assistants
  • Identify patterns of recurring issues and develop strategies to address them before they escalate into client dissatisfaction
  • Implement a clear feedback loop between QA, Operations, Client Services, and Training to ensure insights are acted upon
  • Collaborate with Training to design interventions and learning programs based on QA findings
  • Ensure calibration of QA standards across all assistants to maintain consistency and fairness
  • Actively track and analyze client churn drivers, providing reports and action plans to leadership
  • Partner with Operations and Client Services to mitigate risks of client dissatisfaction
  • Lead initiatives that improve overall assistant quality, client engagement, and retention

Requirements:

  • Bachelor's degree in Business Administration, Human Resource Management, Organisational Development, Education, or a related field
  • Solid work experience as a Quality Manager or Training & Quality professional in a BPO, managed services, or tech/startup environment (required)
  • Proven success in reducing churn or improving client retention through quality-focused initiatives (required)
  • Strong background in QA processes, coaching, and corrective action planning (required)
  • Experience in training design and program implementation (preferred)
  • Familiarity with learning management systems and digital training tools (preferred)
  • Strong leadership, coaching, and team management abilities
  • Analytical thinker with the ability to translate data into actionable solutions
  • Excellent written and verbal communication skills in English
  • Tech-savvy with working knowledge of tools like G-Suite, Discord, Loom, and ClickUp

Benefits:

  • Bonuses up to $300 depending on performance
  • Annual salary appraisal

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