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Experience Quality Specialist - Customer Support Center - 36u

Zaventem, Belgium - Utforsk stedet Kunderelasjon Heltid


Who you are

We believe your backpack consists of:

- Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
- Strong knowledge of customer needs and wishes throughout the shopping journey
- Strong knowledge of monitoring and insights generation methodologies within omnichannel environments
- Broad knowledge of the contact center industry and in particular its design functions within globally steered organizations
- General knowledge of continuous improvement functions within different industries, with focus on understanding and defining standards for customer and co-worker expectations
- Good understanding of the complexity of RCMP and how processes impact the customer meeting
- High level of data/computer proficiency; comfortable to create and actively use Power BI and Excel (PivotTable)

Your responsibilities

The mail task will be to secure that the Remote Customer Meeting Point (RCMP) adheres to quality standards and gather detailed reasons for any deviations in order to create solutions, while driving a culture of strong customer focus.

For this, you will:

- Lead and perform proactive root cause analysis for country, in collaboration with Remote Analytics Specialist, to capture relevant insights
- Perform end-to-end journey monitoring in order to secure the perspectives of the customer
- Gather qualitative customer insight using all channels e.g. customer feedback, social media, call listening, web monitoring/replays in order to enable continuous performance improvement
- Host calibration sessions across countries on “what good looks like” in order to define and share best practice
- Coordinate qualitative reviews upon group request in order to provide insight in local performance and quality adherence Perform qualitative deepdives, on own or group initiative, to support Remote Analytics in order to confirm data-driven hypotheses based on qualitative findings
- Monitor customer contact and coach Remote Team Leaders in evaluating co-worker quality in order to ensure adherence to quality standards
- Identify and prioritize learning needs for co-workers, coordinating with Sales/Resolutions, Knowledge Specialists and People & Culture, in order to ensure continuous learning and development
- Identify improvement areas in the Experience Design domain in order to ensure adherence to quality standards
- Provide feedback to group Quality team connected to any needs or opportunities in order to secure resources for country specific improvements

Our team within Ikea

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!