Service Quality Coach for Customer Experience

Diebold Inc.; Canton (OH); Hybrid; 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

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.