sub Ject matter expert, clientQualfon

Overview:Role: Subject Matter Expert, ClientGeneral Description:The Client Subject Matter Expert serves the client by identifying and documenting customer satisfaction, uncovering opportunities to reduce costs, improving service, and enhancing overall customer experience. Responsibilities:Key Responsibilities:
Document all CSAT (Customer Satisfaction) feedback received from clients
Review CSAT data to identify areas for improvement
Communicate improvement opportunities to management
Develop initiatives that contribute to cost reduction
Share initiatives with all stakeholders
Create action plans to track initiative progress
Create and implement DSAT (Dissatisfaction) reports for each Line of Business (LOB)
Analyze and present LOB progress to management
Review current processes to align with business needs
Compare and document best practices
Conduct root cause analysis
Develop and implement performance-driving processes
Provide updates to the operations manager before process implementation
Assist supervisors and quality analysts in validating reasons for agent penalization
Offer guidance on behavioral trends for agents
Communicate client expectations regarding sales to the team
Support coaching efforts for agents alongside supervisors and quality analysts
Qualifications:Knowledge, Skills & Abilities:
Recent industry experience preferred
Ability to analyze data and trends to create and implement sales improvement plans
Familiarity with client applications
Competencies:
Data Collection, Integrity, and Analysis
Problem Solving
Communication
Documentation and Reporting
Business Software Applications
Qualfon

Cagayan de Oro City, Misamis Oriental
Permanent
Full-time