SUBJECT MATTER EXPERT, CLIENT

3 days ago

Cagayan de Oro, Philippines Qualfon Full time

Overview Role: Subject Matter Expert, Client General Description:

The Client Subject Matter Expert serves the client by identifying and documenting customer satisfaction, uncovering opportunities to reduce costs, improving service, and enhancing overall customer experience.

Responsibilities Key Responsibilities:
  • Document all CSAT (Customer Satisfaction) feedback received from clients
  • Review CSAT data to identify areas for improvement
  • Communicate improvement opportunities to management
  • Develop initiatives that contribute to cost reduction
  • Share initiatives with all stakeholders
  • Create action plans to track initiative progress
  • Create and implement DSAT (Dissatisfaction) reports for each Line of Business (LOB)
  • Analyze and present LOB progress to management
  • Review current processes to align with business needs
  • Compare and document best practices
  • Conduct root cause analysis
  • Develop and implement performance-driving processes
  • Provide updates to the operations manager before process implementation
  • Assist supervisors and quality analysts in validating reasons for agent penalization
  • Offer guidance on behavioral trends for agents
  • Communicate client expectations regarding sales to the team
  • Support coaching efforts for agents alongside supervisors and quality analysts
Qualifications Knowledge, Skills & Abilities:
  • Recent industry experience preferred
  • Ability to analyze data and trends to create and implement sales improvement plans
  • Familiarity with client applications
Competencies:
  • Data Collection, Integrity, and Analysis
  • Problem Solving
  • Communication
  • Documentation and Reporting
  • Business Software Applications
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