Hybrid Customer Experience (CX) and Quality Assurance (QA) Specialist - Remote

Overview

As a Hybrid Customer Experience (CX) and Quality Assurance (QA) Specialist, you will play a pivotal role in enhancing customer satisfaction and ensuring service quality across the globe.

In Short

• Design and implement strategies to enhance the customer journey.
• Collaborate with teams to deliver exceptional customer experiences.
• Resolve escalated customer issues and train teams.
• Monitor CX performance metrics for continuous improvement.
• Ensure alignment with client QA standards.
• Participate in calibration sessions for quality consistency.
• Lead Continuous Improvement (CI) projects using Lean Sigma.
• Prepare data-driven reports showcasing service improvements.
• Advocate for a member-first culture.
• Communicate outcomes effectively to stakeholders.

Requirements

• Experience in Customer Experience and Quality Assurance.
• Strong analytical and problem-solving skills.
• Familiarity with Lean Sigma methodology.
• Excellent communication and collaboration skills.
• Ability to train and mentor team members.
• Proficiency in data analysis and reporting.
• Experience in service improvement initiatives.

Benefits

• Opportunity to work remotely.
• Inclusive company culture.
• Professional development opportunities.
• Competitive salary and benefits.
• Flexible work hours.