Customer Experience Expert

3 days ago

Makati City, National Capital Region, Philippines beBeeQuality Full time ₱600,000 - ₱1,000,000
Quality Assurance Specialist

As a Quality Assurance Specialist, you will play a pivotal role in ensuring that our customer interactions meet the highest standards of quality and excellence. This is an exciting opportunity to make a meaningful contribution to our organization's commitment to delivering exceptional customer experiences.

The Quality Assurance Specialist will be responsible for conducting thorough reviews of customer transactions to identify areas for improvement and implement corrective actions. This includes monitoring and auditing transactions performed by customer service representatives (CSRs) against internal and external quality assurance requirements.

Key Responsibilities:

  • Transaction Monitoring: Monitor and audit transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience.
  • Reporting: Create and update Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, etc.) for the account by retrieving and updating the respective files and data.
  • Targeted Analysis: Review, analyze, and interpret data that affects Customer Experience metrics. Highlight areas for improving immediate necessities and overall strengths impacting customer experience.
  • Flagging Behaviours: Investigate customer complaints and/or non-compliance to Customer Experience standards. Recommend corrective actions according to applicable company policies.
  • Calibrations and Call Listening: Prepare in advance to analyze calibration material and ensure compliance with deadlines. Actively participate in discussions to ensure alignment with business, customer experience data, and coaching methodology.
  • New Hire/Nesting Support: Comply with specific audits established by CE Team Lead to provide immediate findings to Operations and training department.
  • Others: Perform tasks assigned by the immediate supervisor to accomplish accounts' quality objectives.

Requirements and Qualifications:

  • Bachelor's degree in any field.
  • At least 6 months as a frontline CSR with impeccable performance for internal candidates. For external candidates, at least 2 years working experience in a call center and at least 1 year within the quality role with impeccable performance.
  • Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint).

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