Financial Services Quality Assurance Specialist

3 days ago

Tarlac City, Central Luzon, Philippines beBeeCustomer Full time ₱1,200,000 - ₱1,500,000
Job Overview

We're driven to help our customers and their communities achieve financial stability for generations to come.

As a mission-driven organization, we're dedicated to helping communities unlock economic mobility through accessible credit products that improve financial health.

We've redefined how people approach small-dollar loans—delivering over $1 billion in funding to more than 1 million customers, issuing over 4 million loans, and saving our customers more than $500 million.

Role Description

In this role, you'll analyze client support projects and administrative tasks to identify areas for improvement and suggest actionable solutions. Your expertise will contribute to enhancing the customer experience, increasing agent efficiency, and maintaining operational standards.

Responsibilities
  • Evaluate customer interactions: Assess customer support interactions across multiple channels 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 quality and adherence to company policies and procedures.
  • Find opportunities for improvement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching: 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.
  • Develop QA standards: Support the establishment and improvement of quality assurance guidelines and procedures for customer support and back office processes.
  • Report and track metrics: Compile and report on team performance trends.
  • Cross-functional collaboration: Work closely with the customer support and back office teams, training, and leadership to implement quality improvement initiatives.
Requirements
  • Experience: 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.
  • Problem-solving: A proactive approach to help address challenges and make improvements.
  • Team-oriented: Ability to collaborate with various functions to support operational quality and customer satisfaction goals.

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