Associate Service Quality Specialist

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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