Quality Improvement Specialist

4 days ago

Quezon City, National Capital Region, Philippines beBeeCoaching Full time ₱150,000 - ₱250,000
Job Title: Quality Coach

In this role, you will be responsible for monitoring and evaluating a specified number of calls each month to assess call center and collections quality.

  • Becomes familiar with internal processes and client specific call scoring criteria while monitoring random inbound customer service calls. Provides CSRs with feedback and coaching to improve the quality of service provided to clients' customers.
  • Participates in client calibration meetings as an observer to gain necessary knowledge and skills to respond to inquiries during calibration sessions.
  • Assists more experienced Quality Control Specialists with preparing necessary information to respond to client requests for review of certain basic inbound customer service calls.
Responsibilities:
  • Monitor and evaluate calls to assess quality.
  • Provide feedback and coaching to CSRs.
  • Participate in client calibration meetings.
  • Assist with client requests for review of customer service calls.
Requirements:
  • High School Diploma or Equivalent.
  • No relevant experience required.
Preferred Qualifications:
  • 1-2 years related work experience.
Skills and Capabilities:
  • Aquires and applies job skills and learns company policies and procedures.
  • Works on assignments that are routine to semi-routine in nature.
  • Recognizes the need for occasional deviation from accepted practice.

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