Senior Quality and Customer Experience Specialist

Range:

Job Description:

Senior Quality & Customer Experience (CX) Specialist

We are ready to take this game to the next level and need someone passionate to review and analyze Quality and Customer Experience data available within Customer Care to identify opportunities to improve Customer and Employee Experience.

YOUR ROLE IN THE GAME

Reporting to the Manager, Customer Care QA&CX ​, you will be empowered to:  

• Monitor and evaluate interactions such as calls, chats and emails to assess performance against quality standards  

• Utilize AI-powered tools such as XM Discover and Voice of Customer (VOC) insights to analyze trends, sentiment and performance on all Customer Care interactions