Specialist, Quality & Customer Experience Pro2Col

Recruiter: Alma Martinez
This position reports to: Salvador Huerta

THE ROLE:
The Specialist, Quality & Customer Experience is a passionate, energetic, and flexible individual whose focus is keeping service excellence based on Key Quality & Customer Experience Metrics. This role is responsible for managing the PCS (VOM) on all Distributors, Preferred Members, or Customers calls and reporting on findings.
Developing, implementing, and managing internal quality control on all calls, regardless of Distributors, Preferred Members, or Customers. Also responsible for training agents on the VOM and quality control findings.

Must have advanced omnichannel operational and processes knowledge executed by the GBS Contact Center, with which, through the processing of Quality & Customer Experience information, can generate conclusions that allow us to clearly measure the experience of our Distributors, Preferred Members, or Customers, in all the interactions with the Contact Center, as well as identifying opportunities for improvement and developing appropriate corrective projects, which make the experience easier for our Distributors and enabling Contact Center agents with simpler processes.

HOW YOU WOULD CONTRIBUTE: 
•    Develop, implement and manage the internal Quality standard on all calls, irrespective of Distributors, Preferred Members, or Customers.
•    Manage PCS (VOM) on all Distributors, Preferred Members or Customers calls and report of findings.
•    Coaching and skills development for contact center agents in PCS (VOM) and Quality findings.
•    Support Distributor engagement, effort and satisfaction.
•    Be the voice of the Distributor by bringing a customer first attitude looking for a real customer service guideline.
•    Support on building best class care practices being implemented in the industry.
•    Responsible to validate and endorse improvements or changes on existing or new tools that can impact the way service is delivered to our Distributors.
•    Provide feedback to Call Center operation, Quality and Training areas to assure service excellence is delivered.

WHAT’S SPECIAL ABOUT THE TEAM:
At Quality, we are a team that is aligned daily with fulfilling Herbalife's values. By doing the right thing, we strive to do what is necessary to ensure our Distributors receive the best experience in every interaction with Herbalife.
We have an experienced team with at least five years of experience with Herbalife, reflected in their deep knowledge of the business and Contact Center operations.
We also have a team of leaders who embrace servant leadership and a strong sense of collaboration. 
 

SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL: 
•    Strong Quality & Customer Experience oriented.
•    Experience in using coaching methodologies and feedback technique: Managing groups of at least 35 agents.
•    Experience implementing, training, and evaluating using the Quality Scorecard.
•    Ability to organize and prioritize workload for effective results (Time management)
•    Data Analysis & Interpretation.
•    Experience in the use of Herbalife Contact Center systems: GENESYS, HCM, HDMS, Salesforce.
•    Must have experience using: Power BI, MS Forms, MS Power Apps.
•    Excellent written & verbal communication skills and simplify information.
•    Ability to effectively manage confidential/highly sensitive information.
•    Execute action plans effectively according to deadlines.
•    Knowledge of Call Center terminology, concepts, metrics, knowledge/definition of Call Center metrics.
•    Bilingual English/Spanish
•    3 years of experience in Quality & Customer Experience or Contact Center support teams.

•    5 years of professional experience in Customer Service.

Education:
•     Bachelor’s degree (Administration, International Business, Commerce, Engineering or related) – Completed.