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Service Excellence Specialist

2 weeks ago

City of Moreton Bay, Australia beBeeCustomer Full time $60,000 - $96,000

Quality Assurance Executive Job Description

We are seeking a skilled Quality Assurance Executive to join our team. This is an exciting opportunity for an experienced professional to leverage their skills and expertise in customer service quality assurance.

About the Role

  • The Quality Assurance Executive will be responsible for monitoring and assessing customer interactions to ensure consistent service excellence.
  • Analyzing evaluation data to drive actionable insights that enhance customer experiences.
  • Collaborating cross-functionally to develop training programs, streamline processes, and maintain high service standards.
  • Identifying process gaps and suggesting enhancements to improve workflows and increase customer satisfaction.
  • Providing constructive feedback to agents to empower skill development for improved customer interactions.
  • Ensuring adherence to policies, regulations, and standards during customer interactions, upholding service integrity.
  • Collaborating with Customer Experience teams to identify pain points and enhance satisfaction and loyalty through improved journeys.

Requirements

  • Bachelor's Degree
  • 3+ years of Customer Services Quality Assurance experience
  • Strong intellectual and communication skills (written and verbal)
  • Leadership skills, able to work independently
  • Project management and strategic management skills
  • Data base management skills
  • Management and decision-making skills
  • Time management

Benefits

This role offers a competitive salary and opportunities for growth and development.