Customer Service Trainer/Quality Analyst
VitalConnect
Quality Assurance Specialist, Operations
Possible
full-time
Posted on:
Origin: • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Evaluate customer support interactions across multiple channels (phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
- Review back office handling of underwriting and credit dispute tasks to assess quality and adherence to procedures.
- Analyze agent performance to identify trends, patterns, and areas for improvement and provide actionable recommendations.
- Deliver constructive feedback and coaching to agents; collaborate with floor support and team leads for mentorship and development opportunities.
- Support establishment and improvement of QA standards, guidelines, and procedures for customer support and back office processes.
- Compile, report on, and track team performance metrics and trends.
- Work cross-functionally with customer support, back office teams, training and documentation, and leadership to implement quality improvement initiatives.
- Evaluate client support projects and administrative duties to identify areas for improvement and offer actionable suggestions.
Requirements
- Minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
- Strong analytical skills; ability to review and analyze customer interactions and audit histories to draw actionable insights.
- Attention to detail; ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
- Effective written and spoken communication; ability to deliver succinct and positive feedback to agents and management.
- Familiarity with QA and CRM tools (e.g., Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM).
- Proactive problem-solving approach.
- Team-oriented; ability to collaborate with various functions to support Operations’ quality and customer satisfaction goals.
- Preferred: Experience evaluating and delivering feedback to BPO teams.
- Preferred: Experience providing agent coaching, training, or mentorship.
- Preferred: Familiarity with financial industry regulations.
- Preferred: Fluency in Spanish (written and spoken).
- Preferred: Proficiency in leading all aspects of automated quality assurance systems to improve agent performance.
