Customer Experience Specialist II

2 days ago

San Antonio, Texas, United States QTC Management Full time

Job Title: Customer Experience Specialist II

Job Summary:

The Customer Experience Specialist II is responsible for monitoring and evaluating agent inbound and outbound customer calls to promote professionalism, productivity, quality, and workflow compliance. This role will help establish customer experience management as a best practice throughout the organization.

Key Responsibilities:

  • Review quality of work and performance of agents through live monitoring and/or pre-recorded systems and applications as determined by the organization
  • Compile evaluation assessments of agents, and document results within established repository in accordance with defined organizational policies and procedures
  • Use quality-monitoring system to compile and track performance at the individual, team, regional, and national level
  • Accurately perform observations on recorded or live agent calls and score them against internal scorecard standards
  • Determine whether agents are using proper workflows, procedures and practices to provide excellent customer service through reporting analysis and support
  • Participate in Quality Assurance calibration processes with internal and external clients, as required
  • Participate in any new policy/workflow modification to ensure all policies are duly recorded in evaluation tools for agents
  • Perform other duties and responsibilities as assigned

Requirements:

  • High School Diploma or GED required. Associates or Bachelors degree preferred
  • 1 to 3 years of experience in Call Center Quality Assurance (QA) role or evaluation role
  • Experience with call monitoring platforms such as Calabrio, Verint, or Nice
  • 3 years of experience as an inbound call center customer service representative preferred

Skills:

  • Strong customer service skills
  • Strong teamwork, flexibility, reliability, and mentoring skills
  • High attention to detail and excellent follow up skills
  • Proficiency in Windows operating system, Microsoft Office programs, automated call monitoring systems and electronic scheduling systems
  • Pleasant, friendly, professional demeanor; possess a positive attitude
  • Excellent verbal and written communication skills, including, but not limited to, being articulate, possess excellent listening skills, and speech capabilities in order to notice subtle cues in the spoken words of customers
  • Highly productive, excellent organizational, and time management skills
  • Exceptional analytical and problem-solving skills
  • Ability to work independently or as part of a team, and have a genuine interest in the development of internal and external customers with the desire to help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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