Customer Experience Improvement Specialist
hace 1 semana
A Customer Experience Improvement Specialist role has become available at Msx International Inc.
About the RoleWe are seeking a skilled professional to join our team as a Customer Experience Improvement Specialist. In this position, you will be responsible for ensuring high-quality customer service interactions and identifying areas for improvement.
Main Responsibilities:- Quality Monitoring: Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow correct procedures.
- Performance Evaluation: Analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
- Compliance Checking: Ensure all customer interactions comply with internal guidelines, legal requirements, and industry standards.
- Process Auditing: Conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
- Reporting and Documentation: Prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
To succeed in this role, you will need:
- An in-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.
- Fluent verbal and written communication skills in English.
- Analytical skills with the ability to identify trends, interpret data, and provide insights that contribute to improved performance.
- Experience in coaching and developing agents to enhance their skills.
- The ability to identify inefficiencies in customer service processes and recommend practical solutions.
As a Customer Experience Improvement Specialist at Msx International Inc., you can expect:
- A competitive salary of $60,000 per year.
- The opportunity to work with a great team of professionals in an internationally consolidated company.
Msx International Inc. is a dynamic company that values innovation and excellence. We offer a supportive work environment and opportunities for growth and development.
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