Deskripsi Pekerjaan
Join our dynamic team as a Customer Experience Quality Analyst at Training and Marketing Professionals Inc. and become a pivotal force in elevating our customer service standards. In this critical role, you'll monitor and evaluate customer interactions across multiple touchpoints to identify service gaps and improvement opportunities. Your analytical expertise will directly influence our service quality initiatives, helping us deliver exceptional experiences that drive customer loyalty and business growth. You'll collaborate with cross-functional teams to implement data-driven solutions, ensuring our support representatives consistently meet and exceed performance metrics. This position offers the chance to work in a fast-paced environment where your insights will shape our customer-centric strategies and contribute to organizational excellence.
Tanggung Jawab
- Monitor and assess customer support interactions to ensure compliance with service standards
- Analyze performance data to identify trends, patterns, and areas for improvement
- Develop and maintain quality evaluation frameworks and scoring methodologies
- Provide actionable feedback and coaching to customer support representatives
- Collaborate with training teams to enhance service delivery programs
- Generate comprehensive quality reports for leadership review
- Identify process inefficiencies and recommend evidence-based solutions
Kualifikasi
- Bachelor's degree in Business, Psychology, or related field
- Minimum 2 years in quality assurance or customer experience analysis
- Proficiency in CRM platforms and quality monitoring tools
- Strong analytical skills with data interpretation expertise
- Excellent communication and feedback delivery abilities
- Knowledge of customer service metrics (CSAT, FCR, AHT)
- Experience developing training materials and quality guidelines