Quality Assurance Specialist

1 day ago

Angeles City, Central Luzon, Philippines beBeeCustomer Full time ₱800,000 - ₱1,200,000
Job Description

The Lead - Customer Experience Quality Analyst is a critical front-line position that requires a meticulous individual to evaluate and document customer transactions, ensuring accurate and consistent information is provided to customers.

  • This role focuses on evaluating transactions to guarantee the delivery of exceptional customer experience and employee engagement while driving key performance indicators (KPIs) at or above critical goals.
  • The successful candidate will be responsible for completing all assigned transaction evaluations and participating in internal and external calibration sessions as required.

In addition to these responsibilities, the Lead – Customer Experience shall:

  • Define Sutherland's reputation by overseeing and managing performance and service quality to ensure customer satisfaction.
  • Strengthen relationships by establishing and maintaining communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.
  • Keep management updated by providing timely and accurate reports.
  • Impact the bottom line by developing effective strategies based on data-driven insights and keen observations.
Required Skills and Qualifications

To excel in this role, you should possess:

  • A Bachelor's degree.
  • Experience with process documentation.
  • The ability to work efficiently in MS Office.
  • Advanced-level knowledge of Excel.
  • Strong analytical skills to interpret data, identify trends, and suggest improvements.
  • Excellent verbal and written communication skills to convey ideas clearly and professionally.
  • The ability to work effectively in a fast-paced environment and develop strong professional rapport with employees and team members.
Benefits

This role offers a unique opportunity to contribute to a dynamic organization and grow your career in a supportive and collaborative environment. If you are a detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

Additional Information

All applications will be treated confidentially according to equal employment opportunity guidelines.

Seniority Level
  • Associate
Employment Type
  • Full-time
Job Function
  • Analyst
Industries
  • Telecommunications

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