Customer Service Process Improvement Specialist

6 days ago

Sorsogon, Bicol, Philippines beBeeQuality Full time ₱1,343,910 - ₱2,022,116
Job Title:

Operations Excellence Manager

About the Role:

In this critical position, you will play a pivotal role in evaluating customer interactions and back office processes to identify areas for improvement. Your expertise will contribute to enhancing customer satisfaction, boosting agent efficiency, and maintaining company standards.

Key Responsibilities:
  • Evaluate customer support interactions: Scrutinize customer interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
  • Review back office task-handling: Analyze the back office team's handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
  • Find opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching: Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
  • Develop QA standards: Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Report and track metrics: Compile and report on team performance trends.
  • Cross-functional collaboration: Work closely with the customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
Requirements:Essential Skills and Qualifications:
  • Experience: Minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills: Ability to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to detail: Demonstrating the ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Remarkable communication: Effective, succinct, and positive feedback abilities, encompassing both written and spoken, to engage with agents and management.
  • Familiarity with QA and CRM tools: Experience using quality assurance and customer relationship management tools and reporting software (e.g., Playvox, Zendesk, Freshdesk, Salesforce).
  • Problem-solving: A proactive approach to help address challenges and make improvements.
  • Team-oriented: Ability to collaborate with various functions to support Operations' quality and customer satisfaction goals.

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