Senior Customer Experience Specialist

2 days ago

Angeles City, Central Luzon, Philippines beBeeQuality Full time $30,000 - $45,000
Quality Assurance Specialist

As a Quality Assurance Specialist, you will play a critical role in ensuring the high standards of our customer support team. Your primary responsibility will be to conduct regular quality audits of customer interactions, assessing compliance with process guidelines, regulatory requirements, and service quality standards.

The ideal candidate will possess excellent analytical and observational skills, enabling them to evaluate customer interactions effectively. You will also be responsible for developing and maintaining quality scorecards, reports, and dashboards to track team performance and quality metrics.

In this role, you will work closely with different departments to resolve QA issues and support the calibration sessions with stakeholders to align quality standards and expectations. Additionally, you will assist in training and onboarding of new customer support agents by sharing quality insights and best practices.

Requirements:
  • Minimum 1 year of experience in the Quality Analyst role
  • Strong analytical and observational skills to evaluate customer interactions effectively
  • Good knowledge of Data Analysis and proficiency in MS Office (Word, Excel, PowerPoint)
  • Customer-oriented in managing communications and complaints
  • Familiarity with quality monitoring tools and customer service platforms used in contact center environments
Benefits:
  • Opportunity to develop skills through classroom and on-the-job training
  • Collaborative work environment with different departments
  • Chance to contribute to the growth and success of our organization

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