Improving Customer Experience through Quality Assurance

2 weeks ago

Porac, Philippines beBeeQuality Full time ₱1,200,000 - ₱1,500,000
Quality Assurance Specialist Job Description

We're on a mission to help customers achieve long-term financial stability.

Our goal is to provide exceptional service by evaluating client interactions and identifying areas for improvement. As a Quality Assurance Specialist, you will analyze data to optimize customer satisfaction and team efficiency.

This role requires strong analytical skills to review customer interactions and audit histories. You will also need attention to detail to identify potential service gaps and opportunities for improvement.

Key Responsibilities:
  • Evaluate customer interactions to ensure service excellence and alignment with company policies and procedures.
  • Review the handling of underwriting and credit dispute tasks to assess quality and adherence to company policies and procedures.
  • Analyze agent performance and provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Provide feedback and coaching to support agents based on evaluation results.
  • Develop QA standards and guidelines for customer support processes.
  • Report and track metrics to monitor team performance trends.
  • Cross-functional collaboration with customer support teams to implement quality improvement initiatives.
Requirements:
  • 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 and opportunities for improvement.
  • Remarkable communication skills to provide effective and succinct feedback.
  • Familiarity with QA and CRM tools, including 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.

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