
Customer Experience Expert
2 weeks ago
Customer Experience Expert
About the Role:We are seeking a talented Customer Experience Expert to join our team. In this role, you will play a key part in ensuring that our customer interactions meet the highest standards of quality and excellence.
Main Responsibilities:- Call Monitoring and Insights: You will be responsible for monitoring customer calls and providing actionable insights to improve agent performance.
- Through your monitoring efforts, you will gather information to identify areas for improvement and develop strategies to enhance our customer experience.
- Evaluation Forms and Customer Needs: You will use evaluation forms to capture insights from customer interactions and participate in customer and client listening programs to identify customer needs and expectations.
- As a Customer Experience Expert, you will provide actionable data to various internal support groups as needed.
- Call Calibration Sessions: You will coordinate and facilitate call calibration sessions for call center staff to ensure consistency and quality in our customer interactions.
- Lead process improvement projects that help operations meet and exceed quality standards and streamline processes to reduce costs.
- Develop and revise procedures, checklists, and job aids to result in process consistency and reduced error disputes.
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