Quality Assurance Expert

20 hours ago

Pasig, National Capital Region, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,200,000

Job Overview

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The Quality Assurance Specialist II is responsible for monitoring and documenting agent communication quality in support of departmental quality goals and initiatives. This specialist evaluates both verbal and written customer contact by agents, ensuring they provide a high level of customer service within guidelines.

Key responsibilities include:

  • Monitoring calls for accuracy;
  • Verifying that agents are providing accurate solutions to customers;
  • Reviewing outgoing communication for accuracy and quality standards.

The specialist will also deliver coaching feedback to agents on call and email performance, and assist with quarterly CSAT programs.

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