Customer Experience Strategist
7 days ago
We are dedicated to enhancing the customer experience through innovative solutions and exceptional professionals. Our goal is to deliver world-class results by leveraging cutting-edge technology, data-driven insights, and expert training.
Key Responsibilities:- Provide feedback and coaching on presentation skills to optimize performance.
- Serve as a liaison between quality and operations from a training and development perspective.
- Demonstrate expertise in delivering exceptional customer experiences.
- Utilize strong analytical skills and attention to detail to monitor performance metrics.
- Familiarity with call monitoring, Training Needs Identification (TNI), and implementation of improvements.
- Collaborate with new hires to enhance their communication skills and ensure consistent performance.
- Lead refresher training sessions based on TNI findings and conduct calibration sessions.
- Develop and execute strategies to improve customer satisfaction metrics through engaging contests and refresher initiatives.
- Regularly monitor calls and agent performance to ensure quality standards are met.
- Conduct assessments to identify areas for improvement and implement action plans accordingly.
- Perform training needs analysis, prepare action plans, and report on progress and improvements.
- Bachelor's Degree (Any Field).
- Excellent verbal and written communication skills.
- Ability to work in a dynamic environment.
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