Customer Experience Professional

4 days ago


Iloilo City, Western Visayas, Philippines beBeeCustomerExperience Full time

Job Overview

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The Customer Experience role revolves around ensuring quality and delivering excellent experiences. To achieve this, the analyst conducts transaction monitoring of frontline agents' interactions and performs root cause analysis to support Contact Center Operations in maintaining consistent quality assurance.

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Main Responsibilities

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  1. Transaction Monitoring: Monitor transactions performed by CSRs against internal and external quality standards to ensure a high-quality experience.
  2. Reporting: Create reports on customer experience (e.g., errors, scorecard upload, MIS, etc.), maintaining accurate data files for analysis.
  3. Analysis and Recommendations: Review data affecting customer experience metrics, identify areas for improvement, and recommend actions to enhance performance.
  4. Flagging Behaviors: Investigate customer complaints and non-compliance issues, suggest corrective actions, and conduct deep dives into relevant data as needed.
  5. Calibrations and Call Listening: Prepare calibration materials and participate in discussions to ensure alignment with business methodologies.
  6. Support for New Hires/Nesting: Provide audits as feedback to Operations and Training departments.
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Benefits of the Role

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This position plays a crucial part in maintaining high-quality customer interactions and continuous improvement in customer experience metrics.

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EEO Statement

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We promote diversity and inclusivity. Employment decisions are based on qualifications, merits, and performance, without regard to characteristics related to diversity.



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