Economic Mobility Specialist

2 days ago


Cainta, Calabarzon, Philippines beBeeQuality Full time ₱800,000 - ₱1,000,000
Job Overview

Our organization is dedicated to empowering economic mobility for our customers and their communities.

In this key role, you will play a vital part in evaluating support projects and office duties behind the scenes to identify areas for improvement and suggest actionable solutions.

Key Responsibilities
  • Evaluate customer interactions to ensure service excellence and alignment with company policies and procedures.
  • Analyze agent performance to identify trends, patterns, and areas for improvement.
  • Provide feedback and coaching to support agents based on evaluation results.
  • Develop QA standards and guidelines for customer support and back office processes.
Requirements
  • Minimum 2-3 years of experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills to review and analyze customer interactions and audit histories.
  • Ability to communicate effectively with agents and management.
  • Familiarity with QA and CRM tools such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.
Preferred Qualifications
  • Experience working with BPO teams and evaluating and delivering feedback to leadership.
  • Experience providing agent coaching, training, or mentorship.
  • Familiarity with financial industry regulations and proficiency in leading automated quality assurance systems.


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