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Title
Text copied to clipboard!Service Quality Specialist
Description
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We are looking for a Service Quality Specialist to join our team and ensure that all processes and services offered meet the highest quality standards. The ideal candidate will have a strong customer orientation, analytical skills, and experience in implementing continuous improvement strategies. Their main role will be to evaluate, monitor, and optimize service quality, working collaboratively with different departments to identify opportunities and develop effective solutions. Additionally, they will be responsible for training staff in quality and customer service practices, as well as managing key performance indicators to measure the impact of implemented actions. This role is essential to maintain customer satisfaction and strengthen the company's reputation in the market.
Responsibilities
Text copied to clipboard!- Evaluate and monitor the quality of service offered to customers.
- Develop and implement strategies to improve customer experience.
- Train staff on quality standards and customer service.
- Analyze key performance indicators related to service quality.
- Collaborate with other departments to resolve issues and improve processes.
- Conduct internal audits to ensure compliance with quality policies.
- Manage customer complaints and suggestions for continuous improvement.
- Prepare periodic reports on the status of service quality.
- Stay updated on trends and best practices in service quality.
- Promote an organizational culture focused on excellence and customer satisfaction.
Requirements
Text copied to clipboard!- Previous experience in roles related to service quality or customer service.
- Knowledge of continuous improvement methodologies and quality management.
- Analytical skills and ability to interpret data.
- Excellent communication and teamwork skills.
- Ability to handle conflict situations and solve problems.
- Attention to detail and commitment to excellence.
- Proficiency with quality management software and IT tools.
- Academic background in administration, quality, or related fields.
- Ability to work under pressure and meet deadlines.
- Proactivity and results-oriented approach.
Potential interview questions
Text copied to clipboard!- What experience do you have implementing service quality improvements?
- How do you handle complaints or dissatisfied customer claims?
- What indicators do you consider key to measure service quality?
- Can you describe a situation where you improved customer satisfaction?
- What tools or methodologies do you use to evaluate quality?
- How do you train staff to maintain high service standards?
- How do you manage collaboration with other departments to improve processes?
- How important is organizational culture to service quality in your view?
