Customer Support Quality Assurance Specialist

10 hours ago

Davao City, Davao, Philippines beBeeQuality Full time ₱3,000,000 - ₱5,000,000
Job Overview

We are seeking a detail-oriented Quality Assurance Specialist to join our team. In this role, you will be responsible for evaluating client support projects and administrative duties to identify areas for improvement.

Key Responsibilities
  • Evaluate customer interactions to ensure service excellence and alignment with company policies and procedures.
  • 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.
  • Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • 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.
  • Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Compile and report on team performance trends.
Requirements
  • Minimum 2-3 years experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills to review and analyze customer interactions and audit histories.
  • Attention to detail to identify potential service gaps and inconsistencies.
  • Effective communication skills to engage with agents and management.
  • Familiarity with quality assurance and CRM tools.
  • Problem-solving skills to address challenges and make improvements.
PREFERRED QUALIFICATIONS
  • Experience working with BPO teams and providing feedback to leadership.
  • Experience in training or coaching agents.
  • Familiarity with financial industry regulations.

We value diversity and inclusion. If you are passionate about quality and customer satisfaction, we would love to hear from you

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