Customer Experience Improvement Specialist

3 days ago


Dublin, Dublin City, Ireland TN Ireland Full time

About TN Ireland

Dropbox builds simple, powerful products for people and businesses. 500 million people around the world use Dropbox to work the way they want, on any device, wherever they go. With a strong presence in EMEA, we're transforming everyday workflows and entire industries.

We believe technology should get out of the way, so there's no limit to what people can do. We're a thoughtful, tightly-knit team that's committed to realizing ambitious ideas.

Job Description

We are looking for a Customer Experience Quality Analyst to join our CX - Quality team. This is a fully remote role within Ireland on a 12 month contract.

Key Responsibilities:

  • Identify agents' individual areas of opportunities to improve overall performance and provide constructive feedback.
  • Lead meetings to drive alignment and participate in vendor quality teams to ensure consistency with Dropbox internal CX quality standards.
  • Provide ongoing feedback to stakeholders and coach agents in 1-1 and small group settings.
  • Analyze customer sentiment, identify trends, and recommend solutions as needed.
  • Partner with leadership on coaching and performance management.

Requirements:

  • Bachelor's degree in a relevant field or equivalent work experience.
  • Experience working in a customer support environment.
  • Clear and concise written and verbal communication skills.
  • Demonstrated agility and adaptability.


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