Service Quality Specialist

Diebold Nixdorf•Caguas, PR

14d

About The Position

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role. 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

Bachelor's Degree and equivalent work experience required.
Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Quality and Parts Logistics.
Good business English and Spanish skills (Written and spoken)
Accuracy and Attention to details
Customer focus
Analytical Thinking
Managing Multiple Priorities
Quality Management
Business Process Management.
Data Gathering and Reporting
Internal controls

Responsibilities

Provides Service Quality and Analysis for a specific business function or location
Participates in customer service review sessions for various channels (voice, screen capture, email and chat)
Analyzes data and generates metrics on quality trends impacting customer satisfaction
Provides feedback internally, to DN agents and operations stakeholders on policy adherence, deviations and issues
Coordinates with and provides feedback to external quality vendors/ suppliers as required
Identifies customer service issues and develops resolution recommendations
Provides actionable data to stakeholder groups such as training or process improvement
Gains familiarity with Inventory Control concepts, practices and methodologies
Forecasting tasks
With Guidance, performs basic Inventory Control duties including: Maintaining Inventory cycle count and physical inventory programs
Comparing stock numbers and related information with catalogs, manuals, parts lists and related references
Making daily inventory adjustments based on first-hand information
Tracking delivery dates and shipment details of purchase orders
Ensuring compliance with contractual obligations
Assists with special projects as assigned