subject matter expert, client

1 week ago

Cagayan de Oro, Northern Mindanao, Philippines Qualfon Full time ₱900,000 - ₱1,200,000 per year

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.

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

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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