Operations Quality Assurance Specialist

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeQuality Full time $40,000 - $60,000

Our organization seeks an exceptional Quality Evaluation Specialist to join its Operations team. This role requires a meticulous and analytical professional who can effectively evaluate customer interactions, back office tasks, and agent performance to identify areas for improvement.

Key Responsibilities:
  • Evaluate customer interactions: Scrutinize customer support interactions across multiple channels (phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
  • Evaluate back office task-handling: Review the back office team's handling of underwriting and credit dispute tasks to assess quality and adherence to company policies and procedures.
  • Analyze agent performance: Identify trends, patterns, and areas for improvement in agent performance to provide actionable recommendations for enhancement.
  • Provide feedback and coaching: Deliver constructive feedback to support agents based on evaluation results, collaborating with floor support and team leads to provide mentorship and development opportunities.
  • 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.
Requirements:
  • Experience: Minimum 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 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.
  • 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.

We value diverse perspectives and experiences that contribute to our mission of unlocking economic mobility for generations to come.

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