Performance Improvement Specialist

2 days ago

Mabalacat, Central Luzon, Philippines beBeeQuality Full time ₱2,500,000 - ₱4,000,000
Job Title

Evaluate client support projects and administrative duties in the office to identify areas for improvement and offer actionable suggestions. Contribute to improving customer experience, boosting agent efficiency, and maintaining company standards within Operations.

Responsibilities:
  • Evaluate customer interactions via multiple channels (phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
  • Back office task-handling evaluation to assess quality of handling and adherence to company policies and procedures.
  • Find opportunities for improvement by analyzing agent performance, providing recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching to support agents based on evaluation results, collaborate with floor support and team leads to provide mentorship and development opportunities.
  • Develop QA standards by supporting establishment and improvement of quality assurance guidelines and procedures for customer support and back office processes.
  • Cross-functional collaboration with customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
Key Skills and Qualifications
  • Experience: Minimum 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 ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Effective communication abilities, engaging with agents and management through clear and concise feedback.
  • Familiarity with QA and CRM tools, experience using quality assurance and customer relationship management tools and reporting software.
  • Problem-solving approach to address challenges and make improvements.
  • Collaboration and teamwork with various functions to support Operations' quality and customer satisfaction goals.

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