Customer Experience Specialist

Job Objective:

The objective of this role is to audit the inbound and outbound calls made by internal teams against the pre agreed guidelines and parameters. Should also audit non-voice channels like email support and chat support queues. The role also caters to incremental improvement to achieve process excellence. Handling customer calls, emails, and chat. Required to handle customer escalations as well.

Roles & Responsibilities:

Training & Quality Assurance:

Responsible for transnational audits of voice / non - voice processes.

Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.

Deliver and contribute towards process improvement

Conducting regular feedback & Coaching.

Arranging calibration with the internal audience and run calibration

Identifying Opportunity area for Improvement

Sharing VOCs & Input to improve process/guideline

Prepare training modules for the existing and new processes

Conduct refresher trainings on TNIs

Conduct TTTs and take responsibility to improve the overall CSAT / NPS

Required Skills:

Excellent communication skills.

Must have proficiency with various software applications programs including Microsoft Word, Excel and MS Power point

Excellent problem-solving and issue resolution.

Identify and prioritize the causes leading to defects and suggest corrective actions.

Good typing Speed.

Knowledge of Feedback and Coaching Mechanism

Basic knowledge of LEAN and quality tools

The position is on Contractual Role.