Associate Service Quality Specialist
Job Location:
North Canton, OH - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Department:
Job Summary
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.
Responsibilities
- 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.
Qualifications
- 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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Required Experience:
IC
About Company
Why should you join Diebold Nixdorf? Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure c ... View more
