Senior 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.

Provides Service Quality analysis for multiple business functions or locations.

Works with customer service representatives and business stakeholders to understand and define performance objectives, customer / contact measurement points and quality expectations.

Ensures consistency of service provision by refining customer contact monitoring forms and processes.

Participates in local and remote customer service reviews.

Provides summary reports and suggestions to key stakeholder (Operations, PD&I, Learning & Development, Sales) that enhance productivity and improve the quality of the customer experience.

Provides direction on client-specific requests for ad hoc tracking.

Makes recommendations for areas of operational improvement to improve customer experience and increase efficiency of DN services / agents.

Provides guidance and advice to less experienced team members.

Required Qualifications

Diploma or equivalent work experience required.

Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Quality.

Good business English skills (Written and spoken).