Job Summary:
We are seeking a dedicated Customer Experience Quality Manager to primarily be responsible for the design of the Quality Assurance Program, implement, monitor and report on it. The ideal candidate will be responsible for ensuring customer satisfaction through effective communication, problem resolution, and exceptional service delivery.
Responsibilities:
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
- Provide leadership, development and coaching to all staff members with customer contact.
- Developing a metric for Quality Scores to track individual, team performance and customer experience trends.
- Monitoring and assessing staff performance against a set of criteria.
- Implementing training and coaching initiatives.
- Running root-cause analysis to identify knowledge gaps.
- Providing customer feedback and internal compliance feedback to management.
- Calibrate evaluation criteria, scorecards and forms to standardize quality across the organization.
Educational Requirements:
- Minimum of Bachelor’s Degree in Management or related field or equivalent experience required.
- CRM/Contact Center system knowledge preferred
Knowledge & Experience:
- Minimum of five (5) years of banking experience.
- Prior management in customer service and call center preferably in a banking environment experience preferred.
- Must be bilingual in both English and Spanish. Ability to fluently speak, understand, read and write both languages
- Basic Computer Skills with Microsoft Office
- Mathematical Skills
Join our team as a Customer Experience Quality Manager to drive excellence in customer service while utilizing your expertise in quality management practices.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
Experience:
- Banking: 5 years (Required)
Language:
Ability to Commute:
Ability to Relocate:
- Miami, FL: Relocate before starting work (Required)
Work Location: In person