Customer Support Quality Enhancement Specialist

20 hours ago


Paranaque City, Calabarzon, Philippines beBeeQuality Full time ₱2,500,000 - ₱3,500,000
Job Overview

Evaluate client support projects and administrative duties to identify areas for improvement and offer actionable suggestions.

The Key Responsibilities
  • Assess customer interactions: Scrutinize customer support interactions via multiple channels to ensure service excellence and alignment with company policies and procedures.
  • Review 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 enhancement: Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Deliver 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.
  • Track metrics and report: 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.


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