Customer Experience Coach

6 days ago

Quezon City, National Capital Region, Philippines beBeeQuality Full time

Our company operates in the payments technology landscape, providing innovative solutions for clients worldwide.

Job Summary

We are seeking a Quality Coach to join our team. The Quality Coach will be responsible for monitoring and evaluating customer service calls to ensure high-quality service is provided to clients.

  • The Quality Coach will begin to familiarize themselves with internal processes and client-specific call scoring criteria while monitoring random inbound customer service calls and evaluating the quality of calls based on client-defined criteria.
  • The Quality Coach will provide customer service representatives with basic feedback and coaching to improve the quality of service provided to supported clients' customers.
  • The Quality Coach will create weekly reports outlining the calls evaluated, team members coached, and department management/supervisor feedback.
Responsibilities

The Quality Coach will participate in client calibration meetings as an observer to gain necessary knowledge and skills to respond to inquiries during client calibration sessions.

  • The Quality Coach may assist more experienced Quality Control Specialists with preparing for client calibration sessions and/or business reviews by running reports out of the call monitoring system, retrieving call recordings, creating transcripts, and creating presentation slides.
  • The Quality Coach will assist more experienced Quality Control Specialists with preparing information to respond to client requests for review of certain inbound customer service calls by extracting recordings from the system and creating transcripts.
  • The Quality Coach will act as a backup to the customer service team as needed to resolve customer account inquiries during inbound customer service calls.
  • The Quality Coach will assist management with basic special projects that require minimal impact, such as data analysis or process improvement initiatives.
Requirements

We are looking for candidates who possess the following qualifications:

  • A High School Diploma or equivalent
  • No relevant experience required, but 1-2 years of related work experience is preferred
Desired Skills and Qualifications

We value candidates with the following skills and qualifications:

  • Ability to acquire and apply job skills and learn company policies and procedures
  • Job complexity: routine to semi-routine tasks with limited decision-making
  • Supervision: close supervision with detailed instructions
  • Familiarity with client policies, departmental procedures, and applicable computer applications

We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, disability, veteran status, genetic information, or any other basis protected by law.

We are a leading pure play payments technology company delivering innovative software and services to our customers globally.

Our company is headquartered in Georgia with nearly 24,000 employees worldwide, operating across over 100 countries throughout North America, Europe, Asia Pacific, and Latin America.

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