Customer Service Quality Assurance Specialist

19 hours ago

Marikina City, National Capital Region, Philippines beBeeCustomerService Full time ₱2,500,000 - ₱5,000,000
Customer Service Quality Assurance Specialist

We are seeking a highly motivated and detail-oriented individual to join our team as a Customer Service Quality Assurance Specialist.

The ideal candidate will have excellent analytical and problem-solving skills, with the ability to work independently and as part of a team. They will be responsible for reviewing customer service conversations to ensure compliance with quality standards and providing accurate and comprehensive feedback.

This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and is committed to continuous improvement.

In this role, you will:

  • Review customer service conversations to ensure compliance with quality standards and guidelines.
  • Maintain audit logs and document observations, including red flags and non-compliant behaviors.
  • Develop and support documentation for training and operations.
  • Contribute to call calibration sessions and participate in team meetings to discuss agent evaluation feedback.
  • Provide training to team members and conduct coaching sessions as needed.

Required Skills and Qualifications:

  • 1-3 years of experience as a Quality Assurance Analyst in a customer service environment.
  • Strong data research skills and knowledge of data analysis.
  • Excellent analytical and problem-solving abilities and meticulousness.
  • Highly developed attention to detail.
  • Outstanding communication skills in both writing and speaking.
  • Capability to submit high-quality deliverables accurately and within the agreed timeline.

PREFERRED SKILLS AND QUALIFICATIONS:

  • Ability to understand and speak Spanish language.
  • Experience in a training and coaching environment.

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