Customer Experience Quality Coordinator
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.
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.
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.