Quality Experience Advocate

1 day ago

Manila, National Capital Region, Philippines beBeeCustomer Full time ₱25,000 - ₱60,000
Job Overview

The QA Coach role is to ensure customer satisfaction through rigorous evaluation and coaching of quality standards.

Key Responsibilities:
  • Analyze customer interactions and present findings to the Senior QA Lead.
  • Coach team members on soft skills, phrasing, and AHT.
  • Develop and implement strategies to improve customer care experience.
  • Provide regular feedback to Team Leaders on agent performance.
  • Collaborate with global QA teams and participate in calibration sessions.

Additional responsibilities include:

  • Deep dive into lowest-performing wrap codes/queries to identify coaching opportunities.
  • Work with TQA Teams and Team Leaders to achieve KPIs and win awards for Customer Service.
  • Track all work in assigned sheets and provide reports on outcomes.

Coaching & Training

  • 100% competency as a Customer Care Agent, understanding customers' needs and product knowledge requirements.
  • Provide support to the Training & Quality Manager/Trainers during employee onboarding.
  • Oversee canned responses and scripts in Purecloud, ensuring accuracy and timeliness.
  • Identify common questions and pain points for agents, reporting them to the Senior QA Lead.

Required Skills & Qualifications

  • High attention to detail and high level of product and system knowledge.
  • Exceptional standard of Customer Experience, with a passion for delivering perfect customer experiences.
  • Confident and articulate communication skills.
  • Ability to adapt quickly to changes and implement continuous improvements.

Benefits

This role offers the opportunity to make a significant impact on customer satisfaction and contribute to the growth of our organization.

Others

We are committed to providing a positive and supportive work environment that encourages learning and growth.

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