Service Quality Specialist

JOB DESCRIPTION

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams are automating, digitising and transforming the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us and connect people to commerce in this important and rewarding role.

Job overview

Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as 'floorwalker' to give immediate assistance to customer service associates regarding customer inquiries.

RESPONSIBILITIES

• Provides Service Quality analysis for a specific business function or location.
• Participates in customer service review sessions for various channels (voice, screen capture, email and chat).
• Analyzes data and generates metrics on quality trends impacting customer satisfaction.
• Performs random / regular quality assessments on agent interactions through call recording, live call listening and review of emails / chats, etc.
• Provides feedback internally, to DN agents and operations stakeholders on policy adherence, deviations and issues.
• Coordinates with and provides feedback to external quality vendors / suppliers as required.
• Identifies customer service issues and develops resolution recommendations.
• Provides actionable data to stakeholder groups, such as training or process improvement.
• Assists Service Quality leadership in designing and implementing forms.
• Builds working relationships with functional stakeholders internally and externally.

QUALIFICATIONS

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Quality.
• Good business English skills (Written and spoken).