Customer Experience Specialist

19 hours ago

Bellary, Karnataka, India beBeeQuality Full time ₹ 6,00,000 - ₹ 10,00,000

Job Title: Customer Experience Specialist

Job Description

  • The primary role of the Customer Experience Specialist is to conduct quality assurance audits and assessments to evaluate the performance of associates interacting with customers.
  • The specialist monitors and evaluates inbound and outbound calls and emails to assess associate's demeanor, technical accuracy, customer service skills, and adherence to company policies.

Main Responsibilities:

  • Complete call monitoring and provide feedback in accordance with service level agreements or internal standards.
  • Analyze call data to identify trends and provide insights to relevant teams.
  • Collaborate with cross-functional teams to achieve business goals and objectives.
  • Develop and implement action plans to improve quality performance.
  • Review and analyze internal and external quality reports for management review.
  • Multitask and manage time effectively to meet deadlines.
  • Evaluate and ensure adherence to quality standards and service level agreements.
  • Communicate effectively with clients on process-related issues and updates.
  • Present information clearly and listen actively to others.
  • Demonstrate expertise in functional knowledge and apply it in aligned projects.

Requirements:

  • At least 1+ year of experience in collections processes.
  • Preferred experience in third-party or first-party collections.
  • A self-motivated individual who can work independently and collaboratively.
  • Attention to detail, time management, and decision-making skills are essential.
  • Ability to follow up on implemented plans to address issues and problems.
  • Flexible and able to adapt quickly to change.
  • Ability to set and adjust priorities as needed.
  • Multitasking and operating in a fast-paced team environment.
  • Creative ability and writing proficiency.

Qualifications:

  • Bachelor's degree in any field.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills.

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