Client Experience Management Specialist

About this role:

The Client Experience Management Specialist supports the daily operations of the Voice of Client (VoC) program by managing the collection and analysis of client feedback and contributing to internal quality assurance (QA) efforts. This role is instrumental in turning client feedback into actionable insights, optimizing processes, and driving continuous improvement. The Specialist also acts as a project manager or subject matter expert on improvement initiatives to enhance operational efficiency and the client experience.

Required Experience:

The successful candidate must have:

• Proven experience in ​client management
• At least 2–3 years in a senior client-facing role: Operation Managers, Account Managers, or Quality Managers would be ideal candidates.
• Bachelor's degree - preferably in Business Administration, Marketing or Management
• Experience in analyzing performance data and delivering actionable feedback.
• Be passionate about clients and able to navigate client-facing interactions to identify potential risks before they become obvious
• Familiarity with QA practices and data analysis will be beneficial but must be accompanied by direct client collaboration experience
• Experience with social media content and digital marketing would be a great advantage.

Client Experience Specialist Skills

1. Skills and Competencies

• Attention to Detail: Precision in reviewing and evaluating client interactions.
• Customer-Centric Mindset: Understanding of client needs and how to exceed expectations.
• Problem-Solving Skills: Identifying and resolving issues in ​client interactions effectively.
• Quality Assurance Expertise: A strong understanding of QA frameworks and processes for evaluating client interactions, such as script adherence, tone, empathy, and issue resolution.
• Client Experience Focus: A deep appreciation for what constitutes an excellent client experience and the ability to align QA practices with the client’s journey.
• Data-Driven Approach: Ability to analyze large volumes of performance data and provide insights to improve client experience.
• Attention to Trends: Capability to spot patterns in client feedback or team performance to recommend improvements.
• Eye for Marketing: Ability to identify digital marketing strategies and leverage digital channels to enhance the client experience.

2. Communication Skills

• Precise Feedback Delivery: Excellent verbal and written communication skills for providing constructive, actionable, and motivational feedback
• Stakeholder Collaboration: Ability to work effectively with different teams (e.g., ​HR, Operations, etc.) and the ability to explain complex findings in an understandable way.

3. Key Behavioral Traits

• Adaptability: Comfort with a fast-paced, dynamic environment and the ability to pivot when needed.
• Growth Mindset: A drive for continuous learning and improvement, both personally and for the organization.
• Proactivity: They should actively seek ways to improve the client experience and operational efficiencies.
• Team Player: Willingness to collaborate with agents, managers, and clients to achieve shared goals.

4. Key Responsibilities

• Performance Monitoring: Evaluate client interactions against established QA standards.
• Feedback Delivery: Provide constructive feedback to DD and SDM for improvement.
• Training Support: Collaborate with training teams to enhance performance.
• Compliance: Ensure adherence to QA/CTC and company policies and procedures.
• Reporting: Prepare QA reports for management, highlighting trends and areas for improvement.
• Collaboration: Work closely with other departments.

Recruiting Process:

Only shortlisted candidates will be contacted regarding the interview process

• Interview Process: The candidate will have a panel interview with our internal HR Team
• Candidates who pass this interview will be required to complete a Skills Test to assess their understanding of client management, quality assessment principles, and communication skills
• If successful in the assessment, the candidate will move on to an interview with the Voice of Client Director

Benefits

• A work-from-home arrangement, which provides some degree of flexibility
• Incentives per performance
• An international team that embraces a growth mindset and the importance of coaching. You will grow with us!
• A set of international clients with high standards of excellence
• A growing company (and industry), which poses challenges and opportunities!