Customer Experience Specialist

9 hours ago

Quezon City, National Capital Region, Philippines beBeeQuality Full time ₱250,000 - ₱500,000

As a Quality Analyst, you will conduct transaction monitoring of frontline agents' interactions and root cause analysis to help Contact Center Operations drive consistency in quality assurance and customer experience.

Key Responsibilities
  • Transaction Monitoring - Monitor and audit transactions performed by CSRs against internal and/or external quality requirements to deliver excellent customer experience.
  • Reporting - Create and update Customer Experience reports for the account by retrieving and updating respective files and data.
  • Targeted Analysis - Review, analyze, and interpret data that affects Customer Experience metrics. Highlight areas for improving immediate necessities and overall strengths impacting customer experience.
  • Flagging Behaviours - Investigate customer complaints and/or non-compliance to Customer Experience standards. Recommend corrective actions in accordance with applicable company policies.
  • Calibrations and Call Listening - Prepare in advance to analyze calibration material and ensure compliance with deadlines.
  • New Hire / Nesting Support - Comply with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department.
  • Others - Perform tasks assigned by immediate supervisor to accomplish accounts' quality objectives.
Required Skills and Qualifications
  • Bachelor's degree in any field.
  • Proficiency with MS Office applications (i.e., MS Word, Excel, PowerPoint).
  • Analytical skills, problem-solving, and decision-making skills.
  • Excellent oral and written communication skills.
TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors reflective of our values:

  • We put our customers and communities first.
  • We innovate and adapt to change.
  • We grow together through teamwork.
Seniority Level and Employment Type
  • Associate
  • Full-time

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