
Customer Experience Specialist
4 days ago
Customer Experience Specialist
We're seeking a skilled professional to ensure the effectiveness and quality of customer interactions. As a key member of our team, you'll play a critical role in identifying strengths and gaps in sales conversations, focusing on customer experience, compliance, and effectiveness.
About the Role:
This is a unique opportunity to join our organization and make a significant impact on our customers' experiences. You'll work closely with our sales executives to evaluate recorded sales calls against defined quality standards, identify areas for improvement, and provide actionable insights to enhance sales effectiveness, customer satisfaction, and team performance.
- Evaluate recorded sales calls against defined quality standards
- Identify areas for improvement in sales conversations, including customer experience, compliance, and effectiveness
- Prepare detailed feedback reports and share insights with the Training & Development team
- Collaborate with trainers to design solutions for skill gaps and recommend process improvements
- Monitor the impact of feedback implementation and update evaluation criteria as needed
- Provide actionable insights to improve sales effectiveness, customer satisfaction, and team performance
Requirements:
- 1–3 years of experience in quality analysis, call auditing, or training support (preferably in a sales-driven environment)
- Strong listening, analytical, and reporting skills
- Ability to provide constructive feedback and suggest practical solutions
- Excellent communication and interpersonal skills
- Hunger to learn, adapt, and contribute to continuous improvement
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