Customer Quality Specialist
hace 5 días
About GP Strategies
GP Strategies Corporation is a leading provider of talent transformation solutions. By delivering innovative learning and development services, we empower organizations to achieve meaningful change through their people.
Our Approach
We take a people-centric approach to business, focusing on relationships, strategy, and transformation. Our extensive global network of learning experts collaborates to deliver tailored solutions that drive results.
The Role
The Customer Quality Specialist plays a critical role in ensuring customer service excellence within Volvo and its dealers. This position involves effective communication with customer advocates and cross-functional collaboration to continuously improve customer satisfaction.
Key Responsibilities
- Communicate regularly with customer champions and build partnerships cross-functionally across Volvo and across dealerships.
- Understand dealer processes and apply this knowledge towards analysis and recommendations.
- Administer satisfaction surveys.
- Collect and analyze data related to customer satisfaction to identify trends, areas for improvement, and growth opportunities.
- Develop and monitor action plans for customer satisfaction improvement by retailer, seeking opportunities to continuously improve.
- Create a structured and efficient process for customer service, from the first interaction to problem resolution, ensuring a consistent and quality experience.
- Assure proper flow to satisfy customers' requirements in every point of contact.
- Design and provide training and development programs for customer service staff to improve their skills and ensure exceptional service.
- Direct and schedule the activities of all department associates.
- Maintain customer satisfaction index rating.
Requirements
- Previous experience in customer service and quality management.
- In-depth knowledge of dealership processes and data analysis.
- Advanced communication skills and ability to work in a team.
- Results-oriented and analytical skills.
What We Offer
At GP Strategies, we value diversity and inclusivity. Our culture focuses on performance, respect, fairness, and collaboration. We support our employees, providing opportunities for growth and development. We are committed to being an Equal Opportunity Employer, welcoming applicants from diverse backgrounds.
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