Customer Experience Quality Coordinator

Job ID
2017-1876
RO-Cluj-Napoca
Category
Services & Support

About the Job

Customer Experience Quality Coordinator

 

JOB SUMMARY

 

The primary goal of the Quality Management program is to help 8x8 representatives operate at optimal efficiency and improve how they interact with our customers, by developing and managing a quality program that evaluates recorded interactions, and coaching employees to close individual skill and process gaps and ensuring employees are in compliance with standardized practices. The idea is to provide the upmost quality of service to all customers to encourage them to provide feedback through the Voice of the Customer program.

The primary goal of the Voice of the Customer program is to clearly identify major trends in the customer survey feedback. translate the feedback into agent coaching opportunities and improve process. The survey results tend to go hand in hand with the Quality Management program, and the two roles will work very closely to continue to develop agents and identify process improvements. The VOC coordinator will also work closely with the Process manager to create or edit process based on survey feedback.

RESPONSIBILITIES

  • Use quality monitoring data management system to compile and track team and individual performance.
  • Monitor recorded calls and evaluates interactions between 8x8 customers and support to identify gaps in process to establish quality standards that measure up to industry benchmarks.
  • Prepare quality reports by collecting, analyzing and summarizing information and trends including evaluation scores, failed processes and structured and timely recommendations across all Support teams
  • Drive analysis for additional strategies to achieve quality service excellence and customer satisfaction.
  • Work closely with the Customer Experience Team to identify customer and agent trends
  • Track and monitor CSAT results and develop techniques and processes that address gaps in service delivery and customer experience.
  • Create coaching forms for various teams to use to coach agents
  • Use a list of preapproved comment types to tag all comments
  • Generate weekly and monthly reports for various Support groups
    • Multiple call driver reports
    • Agent impact reports
    • Team lead reporting
    • Monthly summary reports
  • Analyze and summarize survey comments by teams on a weekly basis

QUALIFICATIONS

  • 1-3 years of quality monitoring experience and Customer satisfaction experience, preferably in a customer service and training environment
  • 3+ years of call center experience (email, chat or phone), preferably in a technical or telephony environment.
  • Impeccable spelling, grammar and excellent oral, written and interpersonal communication skills.
  • Exceptional listening, analytical, organizational and problem-solving skills.
  • Experience analyzing data, reporting trends, and recommending actions to drive improvement
  • Expert knowledge of PCs and related software applications.

 

Education:

  • College degree preferred, but not required.
  • Strong leadership roles and experience considered in lieu of education.

 

About the Company

ABOUT 8x8

8x8, Inc. (NASDAQ: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn,

Twitter, Google+ and Facebook

Additional Information

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
View the Participant Poster in English | Español.
View the Right to Work Poster in English | Español.

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