Customer Experience Quality Specialist

2 weeks ago

Pasig, National Capital Region, Philippines beBeeQualityAnalyst Full time $40,000 - $60,000
Job Overview

As a key member of our Quality Assurance team, you will be responsible for ensuring the highest level of quality in our customer interactions. This involves reviewing agent conversations to ensure compliance with established standards and guidelines.

Our ideal candidate is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.

Key Responsibilities
  • Review agents' conversations to ensure compliance with quality standards, guidelines, and procedures
  • Maintain audit, coaching, and performance logs
  • Document audit observations, such as red flags and non-compliant agent behaviors
  • Play a part in developing and supporting documentation for training and operations
  • Contribute to call calibration sessions
  • Participate in team meetings to discuss agent evaluation feedback and implementation of quality management strategies
  • Provide training to team members and conduct coaching sessions whenever deemed necessary
  • Identify issues, analyze performance, and communicate trends to the QA Manager
  • Serve as an intermediary for escalations between agents and customers
Requirements
  • At least 1 year of experience as a Quality Assurance Analyst specializing in Customer Service and Sales within a voice campaign
  • A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection
  • Strong data research skills and knowledge of data analysis
  • Excellent analytical and problem-solving abilities and meticulousness
  • Highly developed attention to detail and outstanding communication skills in both writing and speaking
  • Ability to submit high-quality deliverables accurately and within the agreed timeline
  • Proven track record of consistently meeting and exceeding set goals
Preferred Qualifications
  • Ability to understand and speak the Spanish language is a plus
  • Experience in a training and coaching environment is an advantage
  • Strong computer skills and knowledge of Google Workspace, Microsoft, and Salesforce
About Us

We are committed to supporting providers in their efforts to serve their local communities. With over 400,000 providers across more than 200 industries, we strive to connect customers with thousands of local professionals.

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