Customer Experience Enhancement Specialist

19 hours ago

Taguig, National Capital Region, Philippines beBeeQuality Full time ₱6,000,000 - ₱8,000,000

Enhance Client Experience with Quality Assurance Expertise

Job Description

We are seeking a highly skilled Quality Assurance Specialist to join our team. As a Quality Analyst, you will play a vital role in ensuring compliance with business requirements and driving performance improvements across the organization.

Your primary responsibilities will include reviewing email interactions, providing coaching based on documented procedural guidelines, escalating issues requiring immediate intervention, and conducting time and motion studies to ensure consistency and implement efficiencies.

You will also be responsible for supporting agent readiness for new hires or skill/product additions with targeted monitoring, coaching evaluations, and knowledge certification.

In addition, you will collaborate with Supervisors and Managers to develop and document employee performance, process improvement, and client experience. You will facilitate internal calibration sessions with Quality Management staff and Production Managers/Team Leaders.

This is an exciting opportunity to leverage your analytical and problem-solving skills to drive business results and enhance client satisfaction.

Key Responsibilities:
  • Ensure compliance with business requirements and drive performance improvements.
  • Review email interactions and provide coaching based on documented procedural guidelines.
  • Escalate issues requiring immediate intervention.
  • Conduct time and motion studies to ensure consistency and implement efficiencies.
  • Support agent readiness for new hires or skill/product additions.
  • Collaborate with Supervisors and Managers to develop and document employee performance, process improvement, and client experience.
Requirements:
  • Strong time management, decision-making, analytical, problem-solving, and organizational skills.
  • Excellent verbal and written communication skills.
  • Ability to quickly adapt and learn new products and technologies.
  • Detail-oriented with thorough review capabilities and follow-through to resolution.
  • Ability to multitask with minimal supervision.
  • Effective team collaboration skills.
  • Proficiency in various desktop and internet-based applications.
  • At least 1 year of customer service experience in a call center environment.
  • Flexibility to adjust work schedule as needed.
  • Language proficiency in Mandarin is required.

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