Quality Assurance Performance Manager

4 days ago

Marikina City, National Capital Region, Philippines beBeeQuality Full time $45,000 - $55,000

Help us improve our customer experience by joining our team as a Quality Assurance Specialist. In this role, you will work behind the scenes to identify areas for improvement and offer actionable suggestions.

Evaluate client support projects to ensure service excellence and alignment with company policies and procedures. 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.

Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.

Deliver constructive 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 to support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.

Cross-functional collaboration is key in this role as you work closely with customer support and back office teams to implement quality improvement initiatives.

Requirements
  • Minimum 2-3 years of experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to detail to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Effective communication skills to engage with agents and management.
  • Familiarity with QA and CRM tools, such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.
Preferred Qualifications
  • Experience working with BPO teams and delivering feedback to leadership.
  • Experience providing agent coaching, training, or mentorship.
  • Familiarity with financial industry regulations.
  • Fluency in Spanish to communicate effectively in bilingual environments.

We are dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.

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