Εμπειροvet External Analyst

2 days ago


Athens, Attica, Greece beBee Careers Full time
Περιγραφή Ρόλου

Ο Quality Assurance Specialist είναι μέλος της ομάδας Quality Assurance και έχει την ευθύνη της μέτρησης και παρακολούθησης της εμπειρίας του πελάτη σε όλα τα σημεία επαφής με την εξυπηρέτηση πελατών.

Αναδεικνύει ευκαιρίες βελτίωσης της εξυπηρέτησης και υποστηρίζει έχοντας ενεργό ρόλο στην ανάπτυξη βελτιώσεων διαδικασιών και συστημάτων, με στόχο την βελτίωση της εμπειρίας σε όλο το customer journey.

Παροχή Εξυπηρέτησης
  • Έλεγχος και ποιοτική αξιολόγηση επαφών εξυπηρέτησης σε όλα τα touch points (κλήσεις, γραπτή επικοινωνία, social media)
  • Ανατροφοδότηση ομάδων παραγωγής και ανάδειξη εκπαιδευτικών αναγκών
  • Ανάλυση ευρημάτων και ανάδειξη των pain points αξιοποιώντας όλες τις διαθέσιμες πηγές μέτρησης (transactional surveys, CX πλατφόρμα)
  • Ενεργή συμμετοχή σε CX δράσεις (Detractors analysis, Voice of the Customer)
Διαδικασίες & Συστήματα
  • Ενεργή συμμετοχή στην ανάπτυξη εργαλείων αυτοματισμού για τις ομάδες εξυπηρέτησης
  • Ενεργή συμμετοχή στην ανάπτυξη και συντήρηση του εσωτερικού info portal των ομάδων εξυπηρέτησης


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