Operations Quality Assurance Specialist

2 days ago

San Juan, National Capital Region, Philippines beBeeQuality Full time $90,000 - $120,000
Job Overview

We are seeking a quality assurance professional to evaluate client support projects and administrative duties in our operations team. The successful candidate will have a proven track record of identifying areas for improvement and implementing actionable solutions.

The ideal candidate will be responsible for scrutinizing customer interactions, reviewing back office task-handling, and analyzing agent performance to identify trends, patterns, and opportunities for growth. They will also provide constructive feedback to support agents, collaborate with floor support and team leads, and develop QA standards.

This is an exciting opportunity to join our operations team and contribute to improving the customer experience, boosting agent efficiency, and maintaining company standards.


Required Skills and Qualifications
  • Experience: Minimum of 2-3 years 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: 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 (e.g., Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM).

Benefits

As a member of our operations team, you will enjoy a dynamic and supportive work environment that encourages growth and development. You will have the opportunity to work closely with various functions to support our quality and customer satisfaction goals.


Others

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.

Interested in building your career at Possible Finance? Get future opportunities sent straight to your email.

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