Service Excellence Professional

4 days ago

Pasig, National Capital Region, Philippines beBeeQuality Full time ₱45,000 - ₱55,000
Job Overview:

The Quality Assurance Analyst plays a crucial role in maintaining operational excellence and ensuring high-quality customer experiences. This position involves monitoring and evaluating interactions, providing feedback, identifying skill gaps, and supporting continuous improvement initiatives.

Main Responsibilities:
  • Monitoring and assessing inbound and outbound communications to evaluate service quality and adherence to standards.
  • Evaluating compliance with policies, scripts, and industry regulations to ensure alignment.
  • Providing timely and constructive feedback to teams to drive performance improvements.
  • Documenting and reporting quality trends, performance gaps, and improvement opportunities to inform strategic decisions.
  • Collaborating with training and operations teams to address performance issues and develop solutions.
  • Contributing to the development and refinement of QA scorecards, procedures, and guidelines to enhance operational effectiveness.

Requirements:

  • Bachelor's Degree
  • At least 5 years experience in a call center environment, preferably in a QA or supervisory role.

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