Customer Experience & Quality Specialist

Summary about this job

Detail information about job Customer Experience & Quality Specialist. Terms and conditions vacancy

A global company with a focus on customer service is looking for a Customer Experience & Quality Specialist to join their team for a period of 3 months.

Reporting to the Central Support leader your responsibilities will include:

• 2IC to Manager
• Monthly reporting to the leadership team
• Create, Review all work instructions and procedure documents    
• Coaching staff to achieve high customer service standards
• Quality Assurance and Compliance –operations, administration, calls, process and procedures
• Daily workflow/call flow management
• Identification of training needs and delivery and creation of training plans.
• Process Improvement and innovation
• User acceptance testing (writing test cases, execution of cases, post verification testing) on all systems
• End to end support and delivery with all on-boarding and training
• Handling escalations and complaints

Skills & Requirements:

• Leadership experience
• Quality Assurance and compliance experience
• Processing, administration and contact centre experience
• Strong communication and written skills (management reporting)
• Experience in process improvement (lean six sigma advantageous)
• Proven problem solving and decision making abilities
• High attention to detail

The successful candidate will undergo a criminal background check and must have at least 100 points of ID and 2 recent referees.