Description
Our client is the biggest name in the software industry and is currently offering a great contract opportunity for a strong Analyst. The objective of this role is to improve the customer service experience delivered by the client's very large customer service organization through analysing customer satisfaction survey results, monitoring of agents, analysis and oversight of company and/or vendor agent coaching programs. This candidate will understand performance trends and support the implementation or mitigation plans to improve metrics/services. The Quality Delivery Manager will provide guidance and counsel regarding the customer/agent service experience to the Service Delivery and Leadership team.
OVERVIEW:
The Quality Delivery Manager (QDM) will be responsible for measuring and increasing the quality, consistency, and reliability of client services. The QDM will need to provide business case recommendations for improvement to the customer experience, possibly revision of process/procedures, and review other agent or customer impacting areas as needed. The QDM will build detailed monthly (or other frequency as identified/needed) quality reports for the Customer Service Leadership Team. The QDM will need to partner with multiple teams and managers regarding the performance of vendors, accuracy of content, and quality issues impacting vendor agents and end user customers.
RESPONSIBILITIES:
- Business Intelligence Review and Assessment using relevant data and reports (eg, voice of the customer) to determine whether strategic business objectives are being met and identifying key drivers
- Developing the process structure and identifying the business processes for the targeted business functional area
- Partner with Process and Learning and Development teams in identifying business process gaps and developing improved processes
- Ensuring processes are ready to be implemented by reviewing and understanding and reporting out the impact to the business and customer
- Monitoring agent adherence to process along with soft skill call handling attributes after implementation to ensure best possible customer experience
- Review and reporting out of specific operational metrics (eg Avg Handle Time, QoS, etc.) as appropriate while sharing a broader story around the drivers along with recommendations for improvement and managing oversight of plans moving forward
- Providing proactive leadership in identifying business problems and partnering with business owners to implement solutions
- Quality Monitoring using Real Time feedback mechanism including transaction monitoring, calibrations, reporting, coaching and training
- Participation as requested in internal and vendor audits of areas to support the Quality Management System
- Engaging with the audit team for guidance on process design, auditing, and other activities as required
- By assigned LOB, partner with Service Delivery Manager to manage the development, implementation and adherence to the standards for performance attribute creation (or changes)
- Ensuring agent readiness of site/product/program/new service and pilot launches for owned LOB by reinforcing training, skills verification, conduction coaching session
- Along with Service Delivery Manager, act as Subject Matter Expert remotely or onsite
- Providing weekly/monthly reporting to Service Delivery Management (and Vendor as appropriate) regarding the observations from quality monitoring and recommendations for continuous improvement
- Support of the management team to validate trends and identify root cause of customer and client feedback regarding incident handling
- Ensuring continuous improvement of quality in regards to new agents by partnering with the Training Specialist training content as appropriate to execution through incident handling
- Contribution of large-scale service delivery projects as leaders or team members to achieve customer satisfaction goals and business targets
QUALIFICATIONS:
- Must be capable of all tasks listed above
- Data analysis skills using Excel
- Statistics experience (prefer with Six Sigma methodology)
- PowerPoint creation and ability to present
- Customer Service experience and skills
- Quality Coaching skills and team work
- Communication skills, both written and verbal
This contract position will be 6 months with potential for extension.