The Customer Experience Quality Specialist is responsible for evaluating, improving, and governing the customer experience through artificial intelligence (AI), human quality evaluations, Voice of the Customer (VOC) insights, operational analytics, and quality governance. The role partners with Operations, Product, Technology, Digital, and external business partners to ensure customer interactions, AI models, survey platforms, and quality programs accurately measure and continuously improve the customer experience.
Essential Duties and Responsibilities
Customer Experience Quality
- Evaluate customer interactions using AI-assisted and manual methodologies across voice, chat, messaging, and digital channels.
- Validate AI-generated evaluations for consistency and scoring accuracy.
- Perform spot checks, audit disputes, Audit the Auditor reviews, and escalation investigations.
- Provide coaching recommendations based on quality findings and customer trends.
AI Quality Administration
- Configure, maintain, and optimize Quality Evaluation AI (QEA).
- Monitor AI system performance and identify improvement opportunities.
- Validate prompts, scoring logic, and AI performance.
- Partner with vendors on enhancements and issue resolution.
Voice of the Customer & Analytics
- Analyze VOC trends and customer feedback.
- Develop executive reporting, dashboards, and Weekly Business Review (WBR) insights.
- Identify operational trends and recommend continuous improvements.
Survey Administration
- Configure and maintain customer survey platforms.
- Validate survey logic and deployments.
- Support survey enhancements and governance.
Governance & Compliance
- Lead enterprise calibration sessions.
- Maintain evaluation consistency across partners.
- Perform PCI reviews and deletion requests.
- Support quality governance and regulatory compliance.
Operational Partnership
- Partner with Operations, Product, Technology, and vendors.
- Support partner calls, project meetings, and enterprise initiatives.
- Communicate quality and VOC findings to leadership.
Additional Responsibilities
- Maintain quality documentation and reporting.
- Support recognition reporting and internal communications.
- Complete ad hoc projects and additional duties as assigned.