Customer Experience Analyst

23 godzin temu

Kraków, Lesser Poland careersinpoland Pełny etat
Job Description

We are seeking a skilled Quality Assurance Specialist to join our team in Krakow, Poland. As a Quality Assurance Specialist, you will be responsible for evaluating and analyzing customer interactions to improve customer experience and satisfaction scores.

You will work closely with the Quality Assurance Manager to ensure that employees are giving proper verbal statements, client requirements and policies are being met, and finding similarities between associate scripts.

  • Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like outgoing correspondence and external survey results.
  • Review and evaluate operational procedures, including Customer Service interactions from all communication channels, service requests, refund processing, Transponder fulfillment, outgoing correspondence, and future quality review implementations.

The ideal candidate will have high school diploma or equivalent, 6 months or more of customer service and call center experience, and understanding, interpreting, and manipulating data for reporting.

Responsibilities
  • Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
  • Work closely with the Quality Assurance Manager to ensure consistency in the evaluation process.
  • Assist with the data and analysis of quality reports in conformance with agreed-upon formats.
Requirements
  • High school diploma or equivalent.
  • 6 months or more of customer service and call center experience.
  • Understanding, interpreting, and manipulating data for reporting.

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