Customer Satisfaction Improvement Specialist

2 days ago

Calamba, Calabarzon, Philippines beBeeQuality Full time ₱1,000,000 - ₱1,500,000

At Possible Finance, we're looking for a Quality Assurance Specialist to join our Operations team. This role is ideal for someone who wants to make a difference in customer satisfaction and efficiency.

Job Description

The Quality Assurance Specialist will be responsible for evaluating client support projects and administrative duties to identify areas for improvement. They will provide actionable suggestions to improve the customer experience, boost agent efficiency, and maintain company standards within Operations.

Key Responsibilities
  • Evaluate customer interactions: Scrutinize customer support interactions via multiple channels (e.g., 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 the quality of handling and adherence to company policies and procedures.
  • Find opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching: Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
  • 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.
QualificationsRequirements
  • Experience: Minimum of 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 the 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 (e.g., Playvox, Zendesk, Freshdesk, Salesforce).
  • Problem-solving: A proactive approach to help address challenges and make improvements.
Preferred Qualifications
  • Experience working with BPO teams: Experience evaluating and delivering feedback to BPO teams and leadership.
  • Experience in training or coaching: Experience providing agent coaching, training, or mentorship.

Possible Finance is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.

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