Customer Service Specialist

C2S Technologies - Issaquah, WA (30+ days ago)4.0

Job Title: Listening Specialist (Speech Analytics)

Client: Microsoft

Job Category: Customer Support
Location: Issaquah, WA
Division: Customer Services and Support, Performance Excellence Team

Key Objectives:

  • Participate in identified projects
  • Listen to calls/review chat transcripts within the speech analytics tools
  • Document/track findings and insights associated with identified project, KPIs, Service Standards, expected customer experience and/or expected outcomes.
  • Provide feedback on content, process, and tools as learned during listening.

Job Qualifications

  • SME/knowledgeable on Microsoft’s products, processes and policies
  • Excellent organization, time management, and attention to detail
  • Skilled in active listening
  • Ability to work well in a fast-paced, sometimes ambiguous environment
  • Strong verbal and written communication skills
  • Self-motivated, takes initiative, results oriented
  • Critical thinker and problem solver
  • Demonstrated leadership
  • Collaborative and flexible; team player
  • Passion for customer service

Essential Duties and Responsibilities:

  • Support Senior Business Analyst in query development, building and validation
  • Pull and provide reports as needed
  • Conduct ‘listening’ activity (both calls and chats) for identified business projects
  • Maintain project documentation; tracking, insights, status – as directed by Snr Business Analyst or manager
  • Monitor reports against identified measures
  • Provide feedback on process, procedure, policy, content and tools (agent and customer experience perspective)
  • Identify and share best practices
  • Stay current on speech analytics tool; product releases and updates
  • Achieve subject matter expertise
  • Participate in/complete projects as assigned by Senior Business Analyst or manager

Top Required Skills:

  • 1-2 years in a Call Center
  • Ability to communicate clearly with customers and team members the expectations for their role
  • Strong experience with Excel (Pivot Tables)
  • All candidates must have at least a 4- year degree

Job Type: Contract