Customer Experience Quality & Training Lead

CooperCompanies; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

CooperVision in the United States is seeking a training and quality-focused Customer Service professional to support SOP adherence, coaching, and performance validation across CS operations.

You will develop training materials, monitor quality reviews, and partner with supervisors to identify improvement opportunities, ensuring accurate, customer-focused service and effective escalation handling.

Responsibilities

• Ensure an exceptional customer experience for all processes performed in Customer Service based on performing training, validation of performance against metrics/expectations and providing feedback and coaching to CS department/individuals.
• Ensure compliance with all business, CS Standard Operating Procedures (SOP's) and quality expectations.
• Ensure all processes and services provided by Customer Service are accurate, consistent and customer focused.
• Support and promote customer satisfaction and continuous improvement.
• Provide comprehensive data to identify trends, issues, process improvements, system enhancements and to ensure effective training, coaching and feedback.
• Support Quality & Training efforts in CS.
• Participate as part of Leadership team, including assist and support CS strategic plans and business projects.

Job description

CooperVision in the United States is seeking a training and quality-focused Customer Service professional to support SOP adherence, coaching, and performance validation across CS operations.

You will develop training materials, monitor quality reviews, and partner with supervisors to identify improvement opportunities, ensuring accurate, customer-focused service and effective escalation handling.