Senior Quality and Customer Experience Specialist
OLG(4 days ago)
About this role
The Senior Quality & Customer Experience Specialist is responsible for analyzing quality and customer experience data within a customer care environment to identify opportunities for improvement. The role involves monitoring interactions, utilizing AI-driven tools for analytics, maintaining performance scorecards, and providing data-driven insights to enhance both customer and employee experiences.
Required Skills
- Quality Assurance
- Customer Experience
- Voice of Customer
- Data Analysis
- Performance Metrics
- Sentiment Analysis
- Conversation Intelligence
- Trend Analysis
- Reporting
- Process Improvement
About OLG
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