Customer Experience Innovator

6 days ago

Sorsogon, Bicol, Philippines beBeeAssurance Full time $120,000 - $150,000
Quality Assurance Specialist Job Summary

The ideal candidate will have a strong background in quality assurance and customer experience analytics, with experience working with QA platforms that integrate artificial intelligence (AI). They will be responsible for evaluating support interactions, identifying opportunities for growth, and developing strategies to improve support quality.

Key Responsibilities:
  • Evaluation and Monitoring: Assess support interactions using established standards and AI-powered QA tools.
  • Coaching and Mentoring: Identify opportunities for growth and provide constructive feedback to team members.
  • Analysis and Reporting: Conduct in-depth analyses of team and individual performance and share insights with leadership.
  • Learning and Development: Design and lead training sessions focused on quality practices.
  • Quality Management: Participate in calibration sessions to ensure consistent rating across various issue types in all support channels.
  • Content and Process Improvement: Identify training needs, enhance processes, and recognize documentation opportunities while collaborating with cross-functional teams.
  • Innovation and Continuous Improvement: Develop scorecards, activities, and programs to maintain continuous progress toward achieving outstanding product and service quality.
  • Strategic Partnership and Collaboration: Work alongside peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and improve outcomes.
Requirements:
  • 3+ years in quality assurance or customer experience analytics role in Tech or SaaS sector.
  • Experience with QA platforms that integrate AI.
  • Knowledgeable with AI/ML model evaluation frameworks and benchmarks.
  • Comfortable interpreting AI outputs and tuning models in collaboration with technical teams.
  • Familiarity with fundamentals of AI/ML-driven tools such as speech/text analytics, sentiment detection, and interaction scoring.
  • Background in analyzing data of varying complexity; working knowledge of SQL is a plus.
  • Capable of supporting geographically dispersed teams across different time zones.
  • Understanding of basic business metrics and the impact of support on these metrics.
  • Problem-solving capabilities to create effective strategies to improve support quality.
  • Experience communicating feedback and working knowledge of goal-setting practices.
  • Success in managing simultaneous tasks requires considerable initiative and prioritization.
About This Role

This role offers the opportunity to work with a global team, driving innovation and improvement in quality practices. The successful candidate will be passionate about delivering exceptional customer experiences and will have a strong understanding of AI and machine learning concepts.

Why Join Our Team?

We believe that every team has the potential to unleash their full strength when empowered with the right tools and mindset. As a Quality Assurance Specialist, you will play a key role in shaping our team's success by ensuring that we deliver world-class support experiences to our customers.

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