Quality Experience Expert

Moxie Pest Control•Irving, TX

12d

About The Position

The Quality Experience Expert will be responsible for monitoring assigned experts to ensure that all quality standards, procedures, guidelines are followed with regard to the delivery of a superior (CX) customer experience. The Quality Experience Expert will be asked to participate in test activities and will understand the context of each interaction and work with department managers to achieve a successful synergy among all existing units. Will also provide actionable insights to DM’s / Management to help improve our overall KPI performance to meet and exceed our designated metrics. The Quality Experience Expert will monitor inbound and outbound calls, email responses, and will utilize all resources available to verify that each interaction is handled properly. Quality Assurance will also assess our experts demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Who You Are: A strong (CX) Customer Experience champion who strives to consistently provide the best possible quality delivery in each interaction. Promote the (4) Impressions within all value added delivery of work in consideration of how we talk to or treat our customers. Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community. We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character. We’re more than just a pest control company! WHAT WE LIVE BY Do The Right Thing We believe in striving to do the right thing because we genuinely care about our customers Be Kind We think kindness is contagious, and we believe small gestures can have a big impact. Be The Solution It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.” Keep Improving Because we care about helping our customers, we take our job knowledge seriously.

Requirements

(1) year of customer support experience
Strong communication & Analytical skills
Ability to collaborate with Call Center management to examine and work through quality related issues
Ability to work within multiple software platforms
Can develop and maintain effective working relationships with co-workers and management
Be a vocal presence to support the DM’s in improving the team daily and keep an open line of communication with each team member

Responsibilities

Monitor and analyze customer support trends
Follow the criteria for agent performance measurements
Assess agent performance over time and make recommendations for improvement
Ensure that quality assurance standards are achieved
Compile and analyze statistical data, including KPIs [https://www.playvox.com/blog/17-most-effective-kpis-to-evaluate-customer-service-performance/]
Identify strategies to implement improved internal processes
Accurately update the evaluation tracker
Attend required meetings to address trending data and to note improvements or regressions
Participates in the design of call monitoring formats and quality standards
Provides actionable data to various internal support groups as needed
QA Expert should be detailed oriented and understand all aspects of the QA performance standards that will improve our delivery to customers and collaborate with our DM’s to meet the expected outcomes
QA Experts are expected to Monitor a minimum of 10 - 15 experts daily and meet all monthly expectations and aligned KPI’s