SkilledGuyanese.com

The Client Subject Matter Expert is an individual that serves the client by identifying and documenting Customers’ Satisfaction.  Identifies opportunities to reduce cost, improves service and enhance overall customer satisfaction.

Create and implement Reports on quantitative DSAT for each LOB

• At least 1 year of call center experience
• Al least 6 months of QA Background
• Schedule Flexibility
• Recent experience in the industry is desirable.
• Must be able to review various data results, analyze & comprehend trend analysis to then create & implement sales improvement plans to close gaps.
• Experience creating coaching plans

• Document all CSAT feedback  received from the clients.
• Review all CSAT received  for areas of opportunity
• Communicate all opportunities to management
• Derive  initiatives that can contribute to cost reduction
• Communicate initiatives to all stakeholders
• Create action plans to track progress of each initiative
• Create and implement Reports to track DSAT for each Line of business
• Analyze and present the progress  of each LOB to management
• Review current processes to aligned with the needs of the business
• Compare and Document best practices
• Complete Root cause analysis
• Create and implement process to drive performance.
• Provide update to the operations manager regarding the process before implementation
• Assist supervisor and quality analyst  to validate reason(s) for  agents’ penalization
• Provide guidance regarding behavioral trends for agents
• Provide the team with Client’s expectations regarding sales.
• Assist supervisor and quality analyst  in coaching agents

N/A