Senior Specialist, Customer Care
Core
Deliver exceptional service to customers and internal teams by auditing calls, identifying process gaps, and training staff.
Role type
Senior Specialist, Customer Care (Quality Assurance & Training)
Builds
Customer care processes, training materials, and weekly performance reports
Domain
Transportation logistics
Deliverable
dashboards & analysis
Required skills
Call center operations, quality assurance auditing, process documentation, staff training, data analysis, Microsoft Office (Excel, Word, PowerPoint, MS Project)
Preferred skills
Logistics or transportation industry experience, software troubleshooting, group presentation, negotiation, complex data analysis
Responsibilities
Review and score customer care calls for compliance, locate training opportunities, construct process documents, host monthly calibration meetings, train newly hired employees, update HD manual, report on top and bottom performers