Job Description

• Develop CX Quality Standards Create and maintain customer experience (CX) quality standards and guidelines that align with organizational objectives and customer expectations.
• Monitor and Assess CX Performance Regularly evaluate the quality of customer interactions across multiple channels (phone, email, chat, social media) to ensure they meet predefined quality standards.
• Analyze CX Data and Metrics Track and analyze key CX metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), customer effort score (CES), and service level agreements (SLAs), to identify areas for improvement.
• Training and Development Design and deliver training sessions and workshops to ensure that customer service agents understand CX quality standards, best practices, and effective communication strategies.
• Handle CX Issue Escalations Work closely with customer service leadership to manage escalated customer issues, ensuring that CX quality concerns are addressed in a timely and efficient manner.
• Collaborate with Cross-Functional Teams Partner with marketing, product, and operations teams to ensure that customer experience insights are integrated into product development, service offerings, and brand communication strategies.

Requirements

• Bachelor's degree in Business Administration, Marketing, Operations Management, or a related field. Relevant certifications.
• Minimum of 1-2 years of experience in CX, quality management, or customer service operations, with a proven track record of managing or improving customer experience quality.
• Strong understanding of CX principles, quality assurance methodologies, and customer journey mapping, with the ability to translate customer feedback into actionable insights.
• Ability to analyze complex customer data, performance metrics, and feedback to derive meaningful insights that drive continuous improvement.
• Exceptional attention to detail, with the ability to assess customer interactions for quality, consistency, and compliance with established standards.
• Excellent verbal and written communication skills, capable of providing clear, actionable feedback to customer service agents and senior leadership.
• Strong problem-solving abilities with a focus on identifying root causes of quality issues and implementing effective corrective actions.
• Demonstrated leadership skills with the ability to coach and mentor customer service teams, fostering a culture of continuous learning and excellence in CX quality.
• Strong project management abilities, with experience in handling multiple initiatives simultaneously, ensuring timely delivery and results.