Customer Experience Improvement Specialist

hace 1 semana


Madrid, Madrid, España Msx International Inc. A tiempo completo
Job Description

A Customer Experience Improvement Specialist role has become available at Msx International Inc.

About the Role

We 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.
Requirements

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.
What We Offer

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.
About Us

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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