QA Specialist

2 days ago

Makati City, National Capital Region, Philippines beBeeQuality Full time $60,000 - $84,000
Job Title: Quality Assurance Specialist, OperationsOverview of the Role:

We're seeking an experienced Quality Assurance Specialist to join our team. In this role, you will be responsible for evaluating customer support interactions and identifying areas for improvement.

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

Key Responsibilities:
  • Evaluate customer interactions via multiple channels (phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
  • Analyze agent performance to identify trends, patterns, and areas for improvement, providing recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide constructive feedback to support agents based on evaluation results, collaborating 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.
Requirements:
  • Minimum 2-3 years' experience 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 skills, 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.
Preferred Qualifications:
  • Experience working with BPO teams, evaluating and delivering feedback to BPO teams and leadership.
  • Experience in training or coaching, providing agent coaching, training, or mentorship.
  • Familiarity with financial industry regulations.

This is a great opportunity to work in a dynamic and growth-oriented environment. If you're passionate about quality and customer satisfaction, we'd love to hear from you

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