AI-Driven Quality & Insights Specialist

Buygoods; Philippines; Presencial; PHP 600.000 - 1.200.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Competitive contractor package

Descripción de la vacante

BuyGoods is seeking a Quality & Insights Specialist to bridge data, technology and people in our Customer Success ecosystem. You will own the quality framework for thousands of interactions, calibrate AI-driven evaluation, and turn insights into practical actions for leaders.

Working with our AI team and customer success leaders, you’ll analyse interaction data, coach agents, and develop standards that raise first-contact resolution and overall customer satisfaction across our global marketplace.

Formación

• Experience within Customer Support Quality Assurance.
• Experience coaching or developing Customer Support Agents.
• Strong analytical skills and ability to identify trends from large volumes of customer interactions.
• High emotional intelligence and ability to balance process with great customer experience.

Responsabilidades

• Own the customer support quality framework and calibrate the AI-driven evaluation platform.
• Analyse thousands of conversations to identify trends and opportunities.
• Translate data into practical leadership recommendations.
• Deliver coaching and training to improve agent performance.
• Develop quality standards and best practices.
• Measure impact of quality initiatives and drive continuous improvements.
• Shape the future of customer support at BuyGoods.

Conocimientos

Quality Assurance

Data analysis

Coaching

Emotional intelligence

Continuous improvement

Herramientas

Observe.ai

CallMiner

Level AI

Scorebuddy

Descripción del empleo

BuyGoods is seeking a Quality & Insights Specialist to bridge data, technology and people in our Customer Success ecosystem. You will own the quality framework for thousands of interactions, calibrate AI-driven evaluation, and turn insights into practical actions for leaders.

Working with our AI team and customer success leaders, you’ll analyse interaction data, coach agents, and develop standards that raise first-contact resolution and overall customer satisfaction across our global marketplace.