Summary

The role will be required to create a QA scorecard that will be reviewed and improved on a regular basis to cope with the changing needs and expectations of the customers. The person will be expected to extract data and generate insights then identify areas of improvement in terms of processes and customer experience.

What you'll do

1. Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer service quality.
2. Organize a regular calibration session to evaluate agent performance.
3. Identify lapses in agents’ performance and provide constructive feedback for improvement.
4. Conduct 1 on 1 coaching on a weekly basis to eliminate any process gaps.
5. Engage in customer listening to identify customer pain points and expectations. Review dissatisfaction comments from customers related to customer service to identify gaps in processes and handling then formulate action plans that would permanently address the issues.
6. Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. Identify processes that can be integrated to chatbot.
7. Serve as an intermediary for escalations from agents and customers.
8. Ensure communication is effectively delivered and appropriately addresses all customer concerns.
9. Use customer service expertise to assess existing practices and procedures for process improvement opportunities within Customer Experience (CX) teams.
10. Use tools to gather data and analyze trends or patterns affecting quality; highlight key successes and share best practices with associates and leads to ensure continued success in the quality of service. Present insights, provide structured and timely recommendations to the CX Leadership Team, management, and training as needed.
11. Develop and conduct targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
12. Collaborate with CX leadership, learning and development team, and the CX training teams to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
13. Ensure customer service readiness for every product deployment and rollout through negative scenarios handling documentation.
14. Perform other duties that may be assigned by the immediate supervisor and may have an impact on business operations and company goals.

What we expect from you

1. Educational background in business administration, management, finance, entrepreneurship, operations, or relevant work experience.
2. Preferably has experience in international BPOs and exposure to financial services/institutions and financial technology industries.
3. Experience in customer service and QA or any audit-related work is a must.
4. Proven track record of analytical and critical thinking skills even under pressure.
5. Has knowledge of Google Suite programs.
6. Experience in AI is highly preferred but not required.
7. Strong verbal and written communication skills in both English and Filipino.
8. Great people skills and ability to communicate (negative) feedback.
9. Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment.
10. Good organizational skills, knowledgeable of goal-setting practices.
11. Examples of data visualization abilities and understanding of support metrics.
12. Perception and presentation of basic business metrics and how support impacts those.
13. Problem-solving capabilities to create meaningful strategies to improve support quality.
14. Keen to details and able to work with minimal to no supervision.
15. Has a track record for getting things done - drive, ownership, and execution are at the core of our culture.

Skills

• Communications Skills
• Problem Solving
• Quality Assurance
• Team Collaboration