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Senior Continuous Improvement Specialist
3 weeks ago
This role supports daily operations of a Quality program, setting high standards for quality across the customer support organization. The successful candidate will drive continuous improvement through Quality initiatives, including analysis, business case development, and reporting on Quality monitoring.
- Provide daily support for Quality programs
- Design and oversee deep-dive projects for regional QIA teams to drive service improvements
- Execute Quality Improvement and ad-hoc after-action reviews
- Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements
- Participate in global calibration sessions with internal teams to standardize Quality monitoring methodologies
- 2-4 years of Customer Experience management experience in a rapidly growing partner network
- Experience working in QA or related roles
- Working knowledge of contact center end-to-end processes
- Working knowledge of customer service assessment tools, such as Net Promoter Systems
You will succeed in this role by driving continuous improvement initiatives that enhance customer satisfaction and loyalty. Your ability to analyze data and develop business cases will be key to making informed decisions that drive Quality improvements.
