
Business Process Quality Specialist
2 weeks ago
The primary objective of this role is to oversee the delivery of exceptional customer experiences across various channels. This involves ensuring that services provided by business partners and their extended networks meet pre-defined quality standards.
- Identify gaps in process adherence and resolve them promptly to minimize repeat complaints.
- Proactively diagnose and resolve service quality issues through root cause analysis, ensuring no repeat complaints before customers are impacted.
- Lead from front in partnering with outsourced partners and cross-functional teams to develop a service recovery roadmap.
- Ensure timely closure of issues and maintain high levels of customer satisfaction.
- Develop and implement strategies to improve customer experience processes.
This role requires in-depth knowledge of complaint management, escalation management, performance management, RCA, SLA, monitoring, and trouble ticket management.
Requirements:- 7+ years of relevant experience supporting service delivery functions by seeking opportunities for process improvements to positively impact productivity.
- Experience working with stakeholders to ensure execution and delivery of the role.
This role offers an exciting opportunity for candidates to make a significant impact on our customer experience initiatives.
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