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Service Quality Specialist Jobs

Company

Diebold Nixdorf
Address , San Juan, Pr
Employment type
Salary
Expires 2023-07-26
Posted at 1 year ago
Job Description

Position 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.


Key Responsibilities:

  • Assists Service Quality leadership in designing and implementing forms.
  • Identifies customer service issues and develops resolution recommendations.
  • Analyzes data and generates metrics on quality trends impacting customer satisfaction.
  • Builds working relationships with functional stakeholders internally and externally.
  • Provides Service Quality analysis for a specific business function or location.
  • 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.
  • Participates in customer service review sessions for various channels (voice, screen capture, email and chat).
  • Provides actionable data to stakeholder groups, such as training or process improvement.


Required Qualification:

  • Bachelor's Degree and 2+years work experience in a related role
  • Analytical skills
  • Be able to communicate to different levels
  • Alternatively an equivalent combination of education and experience required (may be adjusted based upon local regulations or level of position)
  • Reporting skills (Oracle, Excel)
  • Fluent business English skills (written and spoken)

Requisition Employer Description

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.


Areas of InterestField Service Technicians
Experience LevelMid-Senior Level Associate
CountryUnited States
Primary LocationSan Juan, Puerto Rico, United States
Remote - Work from HomeYes