Senior Customer Experience Specialist

3 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeQuality Full time $60,000 - $80,000

The primary function of this role is to monitor and assess customer interactions by evaluating team performance, behavior, and adherence to established guidelines. They will provide constructive feedback to call center team leaders and managers.

Responsibilities:
  • Score each interaction from 1 to 5 based on various KPIs: communication, approach, resolution, and areas for improvement.
  • Identify opportunities for growth in each team member and provide written feedback in real-time.
  • Create and manage a QA scorecard template and develop a dashboard to visualize individual performance metrics.
  • Participate in regular calls to discuss AE scores, trends, and suggestions.

Requirements:

  • At least three years of experience in Quality Assurance
  • Excellent communication and time management skills
  • Ability to multitask, prioritize effectively, work independently, and maintain organization.
  • Proficiency in Excel, Google Suite (Docs, Sheets, Slides, Gmail), and Microsoft Office applications
  • Trustworthiness and ability to maintain confidentiality
  • Attention to detail and sound judgment
  • Adaptability and ability to thrive in a fast-paced environment

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