Associate Service Quality Specialist

Diebold Nixdorf • North Canton, OH

1d

About The Position

Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as 'floorwalker' to give immediate assistance to customer service associates regarding customer inquiries.

Requirements

• Diploma or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Quality.
• Good business English skills (Written and spoken).

Responsibilities

• Gains familiarity with Service Quality concepts, practices and methodologies.
• Learns to perform Service Quality Specialist duties, including: Monitoring performance and quality metrics ( For Example, call calibration, agent performance, customer feedback).
• Using various customer satisfaction and call monitoring measurement tools.
• Updating and monitoring the tools and systems used to capture Customer Satisfaction and call logs.
• Developing Service Quality summary reports for key stakeholder teams.
• Following up with internal stakeholders on process improvement and training-related matters.
• Learns Service Quality Analysis policies and guidelines.
• Learns how Service Quality supports and integrates with other DN departments and with third-party vendors / suppliers.
• Proactively learns team roles and priorities.

What This Job Offers

• Career Level: Entry Level
• Education Level: Associate degree