Associate Service Quality Specialist

Diebold Inc.; Canton (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Diebold Nixdorf in North Canton, OH is seeking a Service Quality Specialist to ensure high quality customer service through coaching, monitoring, and development of service providers. You will listen to calls and feedback to evaluate customer interactions and support immediate assistance as a floorwalker when needed.

The role emphasizes familiarity with Service Quality concepts, performance monitoring, and collaboration with internal teams and vendors to drive process improvements.

Qualifications

• 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 (e.g., call calibration, agent performance, customer feedback).
• Uses various customer satisfaction and call monitoring measurement tools.
• Updates and monitors the tools and systems used to capture Customer Satisfaction and call logs.
• Develops Service Quality summary reports for key stakeholder teams.
• Follows 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.

Skills

Business English

Education

Diploma or equivalent work experience

Job description

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.

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.

Qualifications

• 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).

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About Us

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

• Locations North Canton, OH, United States