Customer Experience Improvement Specialist

1 week ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱1,500,000 - ₱2,000,000

Job Description

  • Evaluate client support projects and administrative duties to identify areas for improvement and suggest actionable solutions.
  • Contribute expertise to improve the customer experience, boost agent efficiency, and maintain company standards.

The Responsibilities

  • Evaluate customer interactions: Scrutinize customer support interactions via 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 the quality of handling 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 in establishing and improving 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 documentation, and leadership to implement quality improvement initiatives.

Required Skills and Qualifications

  • Minimum 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills to review and analyze customer interactions and audit histories.
  • Attention to detail to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Remarkable communication skills to engage with agents and management.
  • Familiarity with QA and CRM tools such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.
  • Problem-solving skills to address challenges and make improvements.
  • Team-oriented approach to collaborate with various functions to support Operations' quality and customer satisfaction goals.

We Offer a Great Opportunity to Contribute to Our Mission

Possible Finance is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.

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