Customer Support Improvement Specialist

1 day ago

Cabuyao, Calabarzon, Philippines beBeeQuality Full time ₱500,000 - ₱1,000,000
Job Opportunity Overview

Evaluate client support projects and administrative duties to identify areas for improvement, providing actionable suggestions.

The Key Responsibilities Include:
  • Customer Interaction Analysis: Scrutinize customer support interactions via multiple channels to ensure service excellence and alignment with company policies and procedures.
  • Back Office Task Review: Examine the back office team's handling of underwriting and credit dispute tasks to assess quality and adherence to company standards.
  • Find Opportunities for Enhancement: Analyze agent performance to identify trends, patterns, and areas for improvement.
  • Deliver Constructive Feedback: Provide constructive feedback to support agents based on evaluation results.
  • Develop Quality Standards: Support establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Track Performance Metrics: Compile and report on team performance trends.
  • Cross-Functional Collaboration: Work closely with customer support and back office teams, training, and leadership to implement quality improvement initiatives.
Requirements:
  • Experience: A minimum of 2-3 years in a customer support role with at least 1 year in quality assurance or evaluation capacity.
  • Strong Analytical Skills: Ability to review and analyze customer interactions and audit histories.
  • Attention to Detail: Identify potential service gaps and inconsistencies.
  • Effective Communication: Provide feedback abilities to engage with agents and management.
  • Familiarity with QA Tools: Experience using quality assurance tools and reporting software.
  • Problem-Solving: Proactive approach to help address challenges.
  • Team-Oriented: Collaborate with various functions to support Operations' quality goals.

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