Quality Assurance Associate
Skills
About the Role
You will report directly to the Customer Experience and Governance Manager and work closely with customer experience team leaders and managers, as well as relevant departments, to ensure high quality responses and improved processes that maximize agents' efficiency. You will create a QA scorecard that gets reviewed and improved regularly to keep up with changing customer needs and expectations. You'll extract data, generate insights, and identify areas of improvement in processes and customer experience.
Requirements
- Educational background in business administration, management, finance, entrepreneurship, operations, or relevant work experience
- Preferably has experience in international BPOs and exposure to financial services/institutions and financial technology industries
- Experience in customer service and QA or any audit-related work is a must
- Proven track record of analytical and critical thinking skills even under pressure
- Has knowledge of Google Suite programs
- Experience in AI is highly preferred but not required
- Strong verbal and written communication skills in both English and Filipino
- Great people skills and ability to communicate feedback
- Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
- Good organizational skills, knowledgeable of goal-setting practices
- Examples of data visualization abilities and understanding of support metrics
- Perception and presentation of basic business metrics and how support impacts those
- Problem-solving capabilities to create meaningful strategies to improve support quality
- Keen to details and able to work with minimal to no supervision
Responsibilities
- Review agents' conversations across all contact touchpoints to measure teams' performance and track customer service quality
- Organize regular calibration sessions to evaluate agent performance
- Identify lapses in agents' performance and provide constructive feedback for improvement
- Conduct 1 on 1 coaching on a weekly basis to eliminate process gaps
- Engage in customer listening to identify customer pain points and expectations
- Review dissatisfaction comments from customers to identify gaps in processes and handling then formulate action plans
- Drive implementation of improved customer engagement strategies to increase agents' efficiency
- Identify processes that can be integrated into chatbot
- Serve as an intermediary for escalations from agents and customers
- Ensure communication is effectively delivered and appropriately addresses all customer concerns
- Assess existing practices and procedures for process improvement opportunities within CX teams
- Use tools to gather data and analyze trends or patterns affecting quality
- Present insights and structured timely recommendations to the CX Leadership Team, management, and training
- Develop and conduct targeted group and individual coaching sessions
- Collaborate with CX leadership, learning and development team, and CX training teams to streamline processes
- Ensure customer service readiness for every product deployment and rollout through negative scenarios handling documentation
- Perform other duties assigned by the immediate supervisor