Specialist – Quality & Experience

JOB PURPOSE

The Quality and Customer Experience Specialist is responsible for optimizing the end-to-end customer experience across all touchpoints by ensuring adherence to the agreed quality framework. This role involves driving initiatives to unify the customer journey, developing and maintaining customer journey maps, and leveraging data insights to enhance service delivery. The Specialist will support cross-functional teams by providing actionable feedback, analyzing customer behavior and feedback, and recommending improvements to drive operational efficiency and customer satisfaction. The role also involves promoting the adoption of new technologies and digital tools to enhance the customer service experience.

ROLES AND RESPONSIBILITIES

1. Drive initiatives that unify the customer journey and ensure that customers receive a seamless experience across all touchpoints.
2. Ensure that agents follow the agreed-upon quality framework during customer interactions.
3. Design, develop and present detailed customer journey maps that visually represent the end-to-end experience of customers interacting with the company.
4. Stay current on emerging technologies and trends in customer service, evaluating and recommending new tools (e.g., AI-powered chatbots, automation, and self-service tools) to improve operational efficiency and enhance the customer experience.
5. Leverage data analytics and customer insights to guide service strategies, track progress, and enhance the overall customer experience.
6. Collaborate with cross-functional teams to identify gaps in current systems and processes, ensuring all requirements are clearly documented and communicated.
7. Develop and maintain performance management dashboards on Tableau that provide a unified view of key metrics, digital tool performance, and customer experience outcomes.
8. Use data-driven insights to drive continuous improvements in service quality, response times, and customer satisfaction.
9. Analyze customer feedback and escalations to identify trends and areas for improvement in service delivery.
10. Drive initiatives that improve the overall customer experience by suggesting process and service delivery enhancements.
11. Create use cases, user stories, and process maps to help visualize and better understand requirements and ensure alignment with project timelines.
12. Focus on driving self-service adoption and deflection, reducing reliance on live agents while maintaining customer satisfaction.
13. Act as the main point of contact for collecting and understanding business needs related to new system features and digital tools.
14. Provide insights and recommendations to leadership and other teams based on customer journey analysis to enhance product development, marketing campaigns, and support services.
15. Support team members with training or guidance on using customer journey maps and insights in their respective roles (e.g., improving customer service interactions or enhancing marketing strategies).