Customer Experiance Specialist

Job Description: As a Customer Experience Specialist, you will continuously review and improve the design, performance, and efficiency of process to achieve highest productivity and proficiency levels.Job Responsibilities:-Monitors,evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email-Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (CX Leadership& Account Managers)-Participate in calibration sessions/call listening sessions with Quality staff, and our Vendor to ensure scoring consistency and best practices.-Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designedto improve overall contact quality and recommend changes-Maintain strong program knowledge base; basic understanding of company’s products, services and/or program strategies.-Contribute to maintaining forms and updating scripts when needed.-Hold knowledge transfer sessions in case required for team members for the tools/techniques they would use. Required skills and qualifications:-Bachelor's degree in business, information systems, or a related field-Proficient in Microsoft Office & Very Good Excel Knowledge-1.5 years of transaction and monitoring experience from within the banking industry-Strong attention to detail.-Self-starter, sense of urgency and works well under pressure.-Demonstrated ability to multi-task and meet timelines deliverables.-Strong communication skills, both written and verbal English Language.-Good analytical & critical thinking skills.-Good communication skills.-Good level of commitment, reliability and dedication.-Adaptability, flexibility, and Creativity.