Associate Service Quality Specialist
TLDR
Monitor customer interactions, maintain satisfaction tools and call logs, and develop quality reports that support process improvement and training.
Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as 'floorwalker' to give immediate assistance to customer service associates regarding customer inquiries.
- Gains familiarity with Service Quality concepts, practices and methodologies.
- Learns to perform Service Quality Specialist duties, including: Monitoring performance and quality metrics ( For Example, call calibration, agent performance, customer feedback).
- Using various customer satisfaction and call monitoring measurement tools.
- Updating and monitoring the tools and systems used to capture Customer Satisfaction and call logs.
- Developing Service Quality summary reports for key stakeholder teams.
- Following up with internal stakeholders on process improvement and training-related matters.
- Learns Service Quality Analysis policies and guidelines.
- Learns how Service Quality supports and integrates with other DN departments and with third-party vendors / suppliers.
- Proactively learns team roles and priorities.
- Diploma or equivalent work experience required.
- Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Quality.
- Good business English skills (Written and spoken).
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Diebold Nixdorf automates, digitizes, and transforms banking and shopping experiences for over 75 million people worldwide. By collaborating with the top global financial institutions and retailers, the company delivers integrated solutions that seamlessly connect digital and physical channels, ensuring convenience and security for millions of consumers daily.