Empleyado Inc
The Client Success Quality Assurance (QA) Specialist is responsible for monitoring, evaluating, and improving the quality of services provided by the Client Services team. This role ensures that client interactions are handled professionally, accurately, and in accordance with company standards. The QA Specialist analyzes service performance, identifies process improvement opportunities, and collaborates with stakeholders to enhance client satisfaction, operational efficiency, and service excellence. The role also supports the adoption of AI-powered tools and best practices to improve quality monitoring, reporting, and client service delivery. Key Responsibilities Monitor and evaluate client interactions, including calls, emails, chats, and meetings, to ensure compliance with quality standards and company policies. Conduct regular quality audits and assessments of Client Success processes and transactions. Review client inquiries, complaints, and resolutions to ensure timely and effective handling. Provide feedback, coaching recommendations, and performance insights to Client Success personnel and team leaders. Develop, maintain, and update quality scorecards, evaluation criteria, and monitoring frameworks. Analyze quality trends, service gaps, and client feedback to identify areas for improvement. Generate quality assurance reports, dashboards, and performance analyses for management. Collaborate with Client Success, Operations, and other departments to resolve recurring issues and improve client experience. Recommend and implement process improvements to enhance service quality, productivity, and client retention. Ensure accurate documentation, recordkeeping, and tracking of client interactions and quality findings. Assist in developing training materials and quality-related learning initiatives. Utilize AI tools and technology to improve quality monitoring, reporting efficiency, process documentation, and service analysis. Stay updated on industry best practices, emerging technologies, and developments in customer and client service quality management. Perform other duties and responsibilities as assigned. Qualifications Bachelor's degree in Mass Communication, Industrial Engineering, Information Technology, Business Administration, or a related field. Strong analytical, problem-solving, and critical-thinking skills. Excellent written and verbal communication skills. Strong attention to detail and ability to evaluate service interactions objectively. Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint. Ability to prepare reports, analyze performance metrics, and present findings effectively. Experience with quality monitoring, audits, performance evaluations, or process improvement initiatives is an advantage. Knowledge of AI tools such as ChatGPT, Microsoft Copilot, Gemini, or similar platforms is highly preferred. AI certifications, training, or demonstrated practical knowledge of AI applications in business operations are considered an advantage. Ability to work collaboratively with cross-functional teams and manage multiple priorities in a fast-paced environment. Benefits Company events Flexible schedule Flextime Work from home Work Location: Hybrid remote in Ortigas
Empleyado Inc
