Senior Customer Experience Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €100,000 - €120,000
Customer Experience Specialist

We are seeking a Customer Experience Specialist to join our team and play a key role in driving quality improvements for customer interactions at Airbnb.

This is not a traditional QA role - we're looking for someone with extensive experience in Quality Assurance, Quality Analyst, or Quality Specialist roles within high-volume Customer Experience or Customer Support environments. The ideal candidate will have a proven track record of analysing large volumes of customer interactions, identifying key trends, and turning insights into actionable recommendations that lead to real improvements.

Key Responsibilities
  • Quality Program Support: Provide daily support for quality programs to ensure seamless customer experiences.
  • Deep-Dive Projects: Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.
  • Quality Initiatives: Execute quality initiatives (QI) and ad-hoc after-action reviews to identify areas for improvement.
  • Insight-Driven Recommendations: Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
  • Global Calibration: Participate in and lead global calibration sessions with internal and partner teams to standardise Quality monitoring and Problem Solving methodologies.
  • Cross-Functional Collaboration: Work cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements and enhance the customer journey.
Required Skills and Qualifications
  • Extensive Experience: Proven experience in Quality Assurance, Quality Analyst, or Quality Specialist roles within high-volume Customer Experience or Customer Support environments.
  • Trend Analysis: Strong analytical skills to evaluate customer interactions, spot trends, and deliver actionable insights.
  • Cross-Functional Collaboration: Ability to work effectively with cross-functional teams to drive quality improvements and enhance the customer journey.
  • Google Suite Expertise: Working knowledge of Google Suite, including Google Sheets.
  • Leadership Skills: Experience leading, inspiring, and motivating others to meet goals and metrics.
  • Customer Service Passion: Passion for setting a high bar for exceptional customer service.
  • Data Analysis: Ability to spot trends in data and provide recommended actions to drive performance.
  • Effective Communication: Excellent written and verbal communication skills.
  • Certification: Ability to obtain COPC certification.

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