Quality Assurance Specialist

23 hours ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱250,000 - ₱500,000

Join a dynamic team as Quality Assurance Specialist in Paranaque

We are seeking a Quality Analyst who will proactively identify opportunities for improvement in agent level performance related to KPIs, customer experience drivers, sales conversion influencers, and customer satisfaction levers by evaluating a random sampling of calls and other customer contact methods.

Key Responsibilities
  • Evaluate customer interactions to ensure compliance with prescribed client project standards
  • Develop and implement process improvements to enhance customer experience and contact handling efficiency
  • Analyze data to identify trends and areas for improvement
  • Collaborate with cross-functional teams to develop and implement solutions
  • Provide coaching and feedback to agents to improve performance
  • Stay up-to-date with industry best practices and emerging trends
Requirements
  • Bachelor's degree in a relevant field or equivalent work experience
  • At least 6 months of tenure in the company or regular employee status
  • Strong interpersonal communication skills
  • Effective oral and written communication skills
  • Problem-solving abilities and independent decision-making capabilities
  • Multitasking skills
  • Sense of urgency and responsibility
  • Highly customer-focused
  • No quality issues
  • No performance escalation
  • No attendance issues
Seniority level
  • Entry-level
Employment type
  • Full-time
Job function
  • Quality Assurance
Industries
  • Outsourcing/Offshoring

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