Expert Quality Consultant
Há 6 dias
Unlock Your Career Potential as a Quality Expert
About the RoleThis is an exciting opportunity to join our team and contribute to enhancing customer experience across service and sales interactions. As a Quality Expert, you will play a key role in identifying quality gaps, analyzing service performance, conducting audits, and implementing solutions that drive improvements in customer satisfaction and operational excellence.
The ideal candidate will have a background in contact center or claims environments, strong quality assurance experience, and a passion for process improvement and customer-centric outcomes. If you are a motivated individual with excellent analytical skills and a commitment to delivering exceptional results, we encourage you to apply.
Key Responsibilities- Audit and Evaluation: Conduct thorough audits and evaluations of customer interactions (calls, processes, file handling) for service excellence, compliance, and procedural accuracy.
- Error Analysis: Evaluate the impact of errors on the end-to-end customer journey and collaborate with teams to develop effective service recovery strategies.
- Benchmarking: Lead benchmark audits and targeted reviews to identify performance trends, customer pain points, and systemic gaps, recommending actionable solutions to leadership based on audit results.
- Cross-Functional Collaboration: Partner with cross-functional leadership teams to define audit scopes and ensure alignment with business goals.
- Communication and Training: Develop and communicate audit summary reports; present findings with strategic insights and recommendations, and provide support and education to frontline teams and leadership on quality standards and improvement initiatives.
- Experience: 3-5 years of experience in a contact center, insurance, customer experience, or claims environment.
- Education: High school diploma or equivalent required; bachelor's degree preferred.
- Certifications: Lean Six Sigma Green Belt certification required (or equivalent process improvement certification).
We offer a comprehensive benefits package, including competitive compensation, opportunities for professional growth and development, and a dynamic work environment that values diversity and inclusion.
If you are a motivated individual with a passion for quality and customer excellence, we encourage you to apply for this exciting opportunity.
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