Customer Experience Improvement Specialist
4 days ago
We are seeking a professional to evaluate client support projects and administrative duties in our office. The successful candidate will identify areas for improvement and offer actionable suggestions to enhance customer experience, agent efficiency, and company standards.
Key Responsibilities- Evaluate customer interactions via multiple channels (phone, email, chat) to ensure service excellence and alignment with established protocols.
- Review back office team's handling of underwriting and credit dispute tasks to assess quality of handling and adherence to company policies and procedures.
- Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
- Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
- Support establishment and improvement of quality assurance guidelines and procedures for customer support and back office processes.
- Compile and report on team performance trends.
- Minimum 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
- Strong analytical skills to review and analyze customer interactions and audit histories to draw actionable insights.
- Attention to detail to identify potential service gaps, inconsistencies, and opportunities for improvement.
- Remarkable communication skills for effective, succinct, and positive feedback abilities, encompassing both written and spoken, to engage with agents and management.
- Familiarity with QA and CRM tools, such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.
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