Customer Experience Planning & Engineering Specialist Associate

Key Responsibilities:

1. Drive quality assurance audits to ensure best in class interaction quality. Audit customer calls, chats, emails.

2. Optimize processes and workflows to enhance operational efficiency and effectiveness.

3. Analyse audit controls and governance frameworks to ensure compliance and risk mitigation.

4. Identify areas for performance improvement and execute initiatives to drive results on FCR, CSAT & NPS.

5. Support customer experience product management efforts to enhance satisfaction and loyalty.

6. Develop comprehensive reports, track key performance indicators, and deliver impactful presentations on Quality Assurance.

7. Collaborate with cross-functional teams to implement transformation projects successfully.

Required Skills and Qualifications:

1. Strong background in quality assurance, process excellence, and performance improvement.

2. Proficiency in audit controls, governance management, and risk mitigation strategies.

3. Experience in customer experience quality assurance auditing and enhancing customer satisfaction with an eye for detail.

4. Excellent reporting, tracking, and presentation skills to communicate effectively with stakeholders.

5. Ability to work collaboratively in a team environment and drive change within the organisation.

Good to have skills

Analytical skills (Power BI/Tableau, Advanced Excel), Algorithms, Machine Learning