Client Experience Manager

1 week ago


Hamtramck, Michigan, United States RockLoans Marketplace LLC Full time
About the Role

This position requires strong analytical skills, excellent communication abilities, and attention to detail. You will work closely with cross-functional teams to implement best practices and foster a culture of continuous improvement in quality assurance across the organization.

Your responsibilities will include conducting role-playing exercises, call coaching, and other training activities to support and enhance team members' performance and adherence to quality standards. You will also analyze data and client feedback to identify areas for improvement and propose actionable solutions to enhance overall quality and service delivery.

In addition, you will ensure guidelines and processes are being followed and make recommendations for improvement. You will address and discuss issues and proposed solutions with leaders and document quality assurance activities and create audit reports.



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