Quality Assurance Specialist

13 hours ago

Pasay, National Capital Region, Philippines beBeeQualitySpecialist Full time ₱6,000,000 - ₱8,000,000
Job Overview

We're committed to empowering our customers and their communities to achieve financial stability for generations to come.

Our mission is to provide customer-centric solutions that help individuals overcome debt and achieve economic mobility. As a Public Benefit Corporation, we prioritize community financial health through affordable credit products.

Role Description

This role involves evaluating client support projects and administrative duties to identify areas for improvement and suggesting actionable strategies.

Responsibilities
  • Evaluate customer interactions: Examine customer support interactions via multiple channels (e.g., phone, email, chat) to ensure exceptional service and alignment with company policies and procedures.
  • Evaluate 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.
  • Identify opportunities for enhancement: Analyze agent performance to recognize trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Offer constructive feedback and coaching: Deliver targeted 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: Contribute to establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Report and track metrics: 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.
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.
  • Effective communication: Ability to deliver clear, concise, and positive feedback to engage with agents and management.
  • Familiarity with QA and CRM tools: Experience using quality assurance and customer relationship management tools and reporting software.
  • Problem-solving: A proactive approach to addressing challenges and making improvements.
  • Team-oriented: Ability to collaborate with various functions to support Operations' quality and customer satisfaction goals.

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