Customer Experience Excellence Leader

1 day ago

Makati City, National Capital Region, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000
Job Description

This is a challenging and rewarding role for a Quality Assurance Team Lead to oversee the delivery of high-quality customer experience. The successful candidate will lead a team of analysts, providing guidance, coaching, and development opportunities to ensure maximum operational, client, and personal effectiveness.

The ideal candidate will have a strong background in quality assurance, with excellent analytical, problem-solving, and decision-making skills. They will also possess effective communication and interpersonal skills, with the ability to collaborate with internal and external customers.

The Quality Assurance Team Lead will be responsible for analyzing data, identifying trends, and making recommendations to improve service quality. They will also manage CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience.

Additionally, the Quality Assurance Team Lead will ensure tool usage, self-training, and open communication with IT and TI POC to report any outages. They will maintain updated data to comply with recording % according to the client's SOW.

Required Skills and Qualifications
  • Bachelor's degree in any field
  • At least 4 years of working experience in a call center, at least 3 years within the quality space, and 2 years as a supervisor with impeccable performance and has coaching experience
  • Proficiency with MS Office applications (i.e., MS Word, Excel, PowerPoint)
Benefits

This role offers a competitive salary and benefits package, including health insurance, retirement plan, and paid time off. The successful candidate will also have opportunities for professional growth and development, including training and education programs.

Others

We are looking for a highly motivated and organized individual who can work independently and as part of a team. The successful candidate will have excellent time management skills, with the ability to prioritize tasks and meet deadlines.

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