Performance Improvement Specialist

1 week ago

Pasig, National Capital Region, Philippines beBeeQuality Full time ₱800,000 - ₱1,200,000
About the Role

This position is responsible for evaluating client support projects and administrative duties to identify areas for improvement.

Key Responsibilities
  • Evaluate customer interactions to ensure service excellence and alignment with company policies.
  • Evaluate back office task-handling to assess quality of handling and adherence to company policies.
  • Analyze agent performance to identify trends, patterns, and areas for improvement.
  • Provide feedback and coaching to support agents based on evaluation results.
  • Develop QA standards for customer support and back office processes.
  • Report and track metrics on team performance.
Requirements
  • Minimum 2-3 years in a customer support role with at least 1 year in quality assurance or evaluation capacity.
  • Strong analytical skills with ability to review and analyze customer interactions.
  • Attention to detail with ability to identify potential service gaps.
  • Remarkable communication skills with ability to provide effective feedback.
  • Familiarity with QA and CRM tools such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.
Preferred Qualifications
  • Experience working with BPO teams and leadership.
  • Experience providing agent coaching, training, or mentorship.
  • Familiarity with financial industry regulations.
  • Fluency in Spanish for bilingual environments.

We value diversity and welcome perspectives that help us achieve our mission of unlocking economic mobility for generations to come.

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