Summary of Primary Job Responsibilities:

 

Monitor/evaluate customer interactions to drive customer experience improvements. Deliver feedback session to address areas of improvements and increase customer experience. Calibrate and support high quality and amazing customer experience standards between clients and Foundever. Participate in joint call (contact) monitoring with client, client services team and call center team. Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner. Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause. Monitor quality and accuracy attributes; recommend solutions to address root cause.

 

Education and Experience Target: Microsoft Windows Internet tools Excellent verbal and written communication skills Excellent attention to detail Research, analytical and problem-solving skills Experience interacting with coworkers, Operation Manager and Sr. Operation Managers

 

Qualifications: Full time flexibility Not having any verbal warnings or disciplinary processes active (180 days)

 

Skills Required: Strong Customer Focus competency levels. Experience driving higher Customer Satisfaction in various industries. Advanced command of the English language, written and spoken Strong listening skills and ability to accurately paraphrase or re-state issue underlying customer’s call. Experience and knowledgeable in Coaching and Feedback sessions Excellent attention to detail Research, analytical and problem-solving skills Questioning/fact finding skills Understand customer needs and requirements to develop effective quality control processes Strong commitment to quality, confidentiality, and accuracy Has ability to provide analysis and coaching for service delivery improvements