Customer Experience Quality Coordinator

US - CO - Englewood, US - TX - Bryan/College Station Ref #2984 12-Jun-2019

Job description

The Customer Experience Quality Coordinator (CXQC) is responsible for standing up and growing capabilities to measure the quality of Viasat’s products and services.  The CXQC will also be responsible for facilitating calibration/group sessions regarding our quality program. The Customer Experience Quality Coordinator is responsible for identifying areas of service and support improvements and developing programs that improve the overall quality of the customer’s experience within any part of the customer’s journey. The Customer Experience Quality Coordinator is responsible for the overall quality of the customer interactions, making improvement recommendations to the Customer Experience Manager and other stakeholders and monitors the result of stated recommendations.

The Customer Experience Quality Coordinator position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the Product Owners, Product Managers, Call Center leadership, Call Center operations, Data Analysts, Knowledge Management, Training, Service Quality team members and licensees/customers. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.

This role demands one maintain a point of view broader than the current role. The Customer Experience Quality Coordinator must consider the needs of the entire organization and demonstrate global thinking in decision-making.

Specific duties also include -

  • Defining, implementing and improving the Quality program and governance.
  • Guides the architecture, governance, and measurement of the program.
  • Partners with management to lead quality initiatives that develop and maintain a high performing, scalable, and compliant Quality System.
  • Establishes meaningful metrics.
  • Consults on development of quality improvements and recommends alternatives.
  • Program management responsibilities may include planning, resourcing, providing status for, resolving issues, and identifying project risks for multiple work streams.
  • Assists with the development of Call Center tools, and uses the tools to gather data and analyze trends or patterns affecting quality.
  • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
  • Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
  • Provides structured and timely recommendations; verbal and/or written feedback to Call Center leadership, Call Center operations, analysts, and PMs.
  • Lead ongoing reviews of support processes and developing optimization strategies.
  • Conduct meetings and presentations to share ideas and findings.
  • Escalate issues/concerns that have the potential of negatively impacting project(s) and program(s).
  • Effectively communicate insights and plans to cross-functional team members and management.

Requirements

  • 2+ years of experience in a quality assurance or training role.
  • Proven resourcefulness.
  • Strong verbal and written communication skills.
  • Excellent planning, organizational, and time management skills.
  • Excellent documentation skills.
  • Fundamental analytical and conceptual thinking skills.
  • Experience creating detailed reports and giving presentations.
  • Proficient with Microsoft Office Suite.
  • Advanced technical skills.

Preferences

  • 4 year undergrad degree
  • Experience with a Voice of the Customer program
  • Planned pursuit of a PMP Certification

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Additional requirements

Minimum education:

High School Diploma or GED

Years of experience:

2-4 years

Travel:

None

Citizenship:

None

Clearance:

None

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Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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