Associate Service Quality Specialist

Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as ''floorwalker'' to give immediate assistance to customer service associates regarding customer inquiries.

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

-Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations

• Diploma or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Quality.
• Good business English skills (Written and spoken).

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• Gains familiarity with Service Quality concepts, practices and methodologies.
• Learns to perform Service Quality Specialist duties, including: Monitoring performance and quality metrics ( For Example, call calibration, agent performance, customer feedback).
• Using various customer satisfaction and call monitoring measurement tools.
• Updating and monitoring the tools and systems used to capture Customer Satisfaction and call logs.
• Developing Service Quality summary reports for key stakeholder teams.
• Following up with internal stakeholders on process improvement and training-related matters.
• Learns Service Quality Analysis policies and guidelines.
• Learns how Service Quality supports and integrates with other DN departments and with third-party vendors / suppliers.
• Proactively learns team roles and priorities.
• Gains familiarity with Service Quality concepts, practices and methodologies.
• Learns to perform Service Quality Specialist duties, including: Monitoring performance and quality metrics ( For Example, call calibration, agent performance, customer feedback).
• Using various customer satisfaction and call monitoring measurement tools.
• Updating and monitoring the tools and systems used to capture Customer Satisfaction and call logs.
• Developing Service Quality summary reports for key stakeholder teams.
• Following up with internal stakeholders on process improvement and training-related matters.
• Learns Service Quality Analysis policies and guidelines.
• Learns how Service Quality supports and integrates with other DN departments and with third-party vendors / suppliers.
• Proactively learns team roles and priorities.