
Enhance Customer Experience as a Customer Experience Enhancement Specialist
1 week ago
Job Title: Customer Experience Enhancement Specialist
At our organization, we are seeking a highly skilled Customer Experience Enhancement Specialist to play a pivotal part in evaluating client support projects and administrative duties to identify areas for improvement. The ideal candidate will provide actionable suggestions that contribute to enhanced customer experiences, boosted agent efficiency, and adherence to company standards.
Key Responsibilities- Evaluate Customer Interactions:
- Scrutinize customer support interactions via multiple channels (e.g., phone, email, chat) to ensure service excellence and alignment with company policies and procedures.
- Provide constructive feedback to support agents based on evaluation results.
- Evaluate Back Office Task-Handling:
- Review the back office team's handling of underwriting and credit dispute tasks to assess quality and adherence to company policies and procedures.
- Find Opportunities for Improvement:
- Analyze agent performance to identify trends, patterns, and areas for improvement.
- Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
- Develop QA Standards:
- Support establishment and improvement of quality assurance guidelines and procedures for customer support and back office processes.
- Report and Track Metrics:
- Compile and report on team performance trends.
- Cross-Functional Collaboration:
- Work closely with customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
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