Sign up with

Already have an account? Log in here

Need some help?
Talk to us at +91 7670800001

SUBJECT MATTER EXPERT, CLIENT at Qualfon Philippines Incorporated

Cagayan de Oro, Northern Mindanao, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

0.0

Posted On

11 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Collection, Integrity, Analysis, Problem Solving, Communication, Documentation, Reporting, Business Software Applications

Industry

Outsourcing and Offshoring Consulting

Description

Overview Role: Subject Matter Expert, Client General 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

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

The Subject Matter Expert, Client is responsible for documenting customer satisfaction feedback and identifying opportunities for improvement. This role involves analyzing data to enhance service quality and reduce costs.