SUBJECT MATTER EXPERT, CLIENT

Overview

Join to apply for the SUBJECT MATTER EXPERT, CLIENT role at Qualfon .

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

• 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

Knowledge, Skills & Abilities

Competencies

Seniority level

Employment type

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Industries

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