Senior Quality Assurance Specialist

7 days ago

Rizal, Philippines beBeeQuality Full time ₱2,000,000 - ₱2,500,000
Job Description

This role is a key component of our Operations team, focusing on evaluating client support projects and administrative duties to identify areas for improvement.

Your expertise will contribute to improving the customer experience, boosting agent efficiency, and maintaining company standards within Operations.

Key Responsibilities:

  • Evaluate customer 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.
  • 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 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.
  • A proactive approach to help address challenges and make improvements.
  • Ability to collaborate with various functions to support Operations' quality and customer satisfaction goals.

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