What are the responsibilities and job description for the Quality Assurance Specialist - Customer Experience position at Axelon Services Corporation?
Axelon Services Corporation seeks a Quality Assurance Specialist - Customer Experience to join our team. The successful candidate will play a critical role in ensuring that our customers receive high-quality interactions across multiple channels.
The Quality Assurance Specialist - Customer Experience will be responsible for conducting regular reviews of multi-channel interactions to ensure that quality measures and experiences are met. Additionally, they will support adherence to regulations, SOPs, and contractual requirements, and collaborate with CIS team and external partners in creating and managing the quality service standards, SOPs, and work instructions.
Responsibilities include:
- Conducting reviews of multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS) to ensure quality measures and experiences are achieved
- Supporting adherence to regulations, SOPs, and contractual requirements, including compulsory training of partner teams
- Preparing and maintaining historical reporting and analytics as related to quality and reporting results
- Reporting CIS and partner teams on ongoing performance/quality trends, as well as customer friction points, needs, and expectation, and opportunities for improvement
- Supporting and managing quality reporting requirements for new and existing channels and programs
Requirements:
- Bachelor's degree required, Life Sciences degree preferred
- 3 years of Contact Center quality assurance and/or training experience; preferably in Life Sciences, Pharmaceutical, or Healthcare industries
- Experience with multi-channel contact centers (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)
- Proactive self-starter with the ability to work independently
- Must be detail oriented and have excellent listening skills and ability to analyze and recognize subtleties in a conversation
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
