subject matter expert, client
1 week ago
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.
ResponsibilitiesKey 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
Knowledge, Skills & Abilities:
- Recent industry experience preferred
- Ability to analyze data and trends to create and implement sales improvement plans
- Familiarity with client applications
- Data Collection, Integrity, and Analysis
- Problem Solving
- Communication
- Documentation and Reporting
- Business Software Applications
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