Customer Experience Quality Specialist

<h2><strong>About The Role:</strong></h2> <ul> <li>The <strong>Customer Experience Quality Specialist</strong> integrates with our Global Customer Success organisation, with a core focus on exceptional service delivery and global operational consistency. This professional will assume responsibility for systematically auditing support cases, telephone communications, and chat interactions to rigorously verify adherence to established quality standards, emphasising the customer experience.</li> <li>The Customer Experience Quality Specialist will be instrumental in the development and deployment of robust quality frameworks and will collaborate extensively with Artificial Intelligence (AI) teams to ensure 100% accuracy in automated auditing processes. A key function of this role is delivering training to the global Customer Success organisation to drive global service delivery standardisation and consistency.</li> <li>Furthermore, this role encompasses conducting formal calibrations, maintaining consistency in scoring methodologies, and generating actionable insights to drive measurable improvements in team performance and overall customer satisfaction.</li> </ul> <h2><strong>What you'll do:</strong></h2> <ul> <li><strong>Quality auditing, monitoring, and evaluation</strong></li> <ul> <li>Audit customer support cases, phone calls, and chat transcripts for accuracy, empathy and tone, compliance to service delivery standards, and resolution quality.</li> <li>Identify trends, systemic failures, process bottlenecks, limitations, and improvement areas for the service delivery experience.</li> <li>Ensure case audits are objective, impartial, consistent, and aligned with defined quality criteria.</li> </ul> <li><strong>Quality framework development</strong><strong>:</strong></li> <ul> <li>Design and implement scalable quality frameworks for case handling and call/chat handling.</li> <li>Define quality KPI metrics, scoring guidelines, and benchmarks to ensure consistent and fair evaluation of support interactions.</li> <li>Continuously update frameworks based on product updates, process changes, and customer expectations.</li> </ul> <li><strong>Service quality at scale with AI and automation:</strong></li> <ul> <li>Partner with AI/ML teams to ensure automated auditing tools are calibrated and deliver accurate and consistent case evaluations.</li> <li>Validate and refine AI-generated quality scores, signals, and insights.</li> <li>Provide feedback loops to continuously improve the precision and contextual understanding of AI tools and systems</li> </ul> <li><strong>Insights to drive calibrations and global consistency:</strong></li> <ul> <li>Facilitate regular calibration sessions with team leads, managers, senior managers and peers to align on service quality, consistency, and excellence expectations.</li> <li>Ensure consistent service delivery scoring across global Customer Success teams.</li> <li>Build mechanisms to reduce subjectivity in evaluations.</li> </ul> <li><strong>Training, coaching, and continuous feedback:</strong></li> <ul> <li>Develop and regularly deliver comprehensive training sessions to the global Customer Success organisation, focusing on driving service delivery excellence and ensuring global consistency in customer interactions and quality standards.</li> <li>Deliver constructive, data-driven feedback to frontline engineers and their managers.</li> <li>Track improvements in Customer Success performance post-feedback and recalibrate goals as needed.</li> </ul> <li><strong>Reporting and insights:</strong></li> <ul> <li>Synthesise quality metrics and audit findings into executive-level reports, providing support to leadership with a clear view of global service quality, consistency, and adherence to standards.</li> <li>Provide actionable insights to influence coaching, process improvements, and policy changes.</li> <li>Identify systemic issues and recommend changes to improve the customer journey.</li> </ul> <li><stro ... (truncated, view full listing at source)