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Customer Experience Quality Specialist

Company: Sonos
Location: Santa Barbara
Posted on: August 15, 2019

Job Description:

At Sonos we are obsessed with delivering the best experience to our customers. Our Customer Experience team is devoted to keeping quality sound playing effortlessly throughout the homes of our customers. The sustainable, well-defined processes and systems here at Sonos ensure listeners around the world can receive product support and advice in a quick and efficient manner.

Reporting to the Senior Manager of Product and Care Quality, and working closely with our Customer Experience teams, you will be responsible to drive continuous improvement by assisting teams and partners identifying areas of focus through standardized audits and support with short term actions such as data analysis and inputs into the training team, and long term actions by improving processes incorporating ongoing learnings. You will use all data available to drive improvement for success in executing superior service and quality to our customers and partners.Anticipate trends and patterns:

  • Conduct regular transaction audits for Sonos agents and conduct system Audit for Partners to ensure they are following our policies and procedures living the Sonos values;
  • Analyze data about process performance and share findings to lead discussions with stakeholders to identify areas for improvement;
  • Identify quality risks and issues for a fast reaction, quantifying impact and likelihood of occurrence backed up with facts and data whenever possible;
  • Identify and create KPI to drive improvements. Review adopted KPI and make recommendations to align them with industry standards and benchmarks, when necessary;
  • Support as needed the monthly business reviews (MBR), showing data against goals, trends and other important context(s).

    Create structures to prevent inconsistencies and dissatisfaction:

    • Develop, enhance and maintain an Audit process to drive consistency and improve KPIs;
    • Develop standardized processes to drive consistency of all core Customer Experience processes and Partnerships;
    • Drive regular calibration with internal auditors and partners to ensure alignment and consistency to secure brand adherence across all Customer Experience locations;
    • Implement, maintain and enhance a method to have a close follow up to associated critical corrective actions as applicable.

      Transform to continually improve for a superior customer experience:

      • Build a strong Quality culture;
      • Promote the capture of lessons and drive after-action-reviews (AARs); lead by example, provide tutorials as needed on project teams and on-boarding plans, encourage others to be a part of a learning organization;
      • Advice and promote the use of core Customer Experience processes that exist, ensuring understanding of all roles and responsibilities of each key activity;
      • Facilitating the use and creation of related process assets (guidelines, instructions, checklists, templates).

        Other responsibilities:

        • Proactively communicate your progress, challenges, and development plans;
        • Participate in cross functional team meetings where Quality contribute with data, analysis or improvement insights;
        • Lead by example and hold yourself and others accountable to the Sonos Behaviors and Customer Experience mission and vision;
        • Lead and/or supporting dedicated improvement projects;
        • Stay up to date on new products, processes and marketing initiatives.* Fluency in English AND German or Dutch language (both verbal and written);
        • Minimum 5 years of experience in customer service, quality assurance role or auditing;
        • Must be able to effectively communicate with agents, internal departments, partners and management;
        • Proficiency in productivity tools (email, calendar), Google Suite;
        • Strong passion for excellence and continual improvement; you see opportunities where others see problems. You love to learn;
        • Extremely well organized; you see process as enabling rather than hindering;
        • Deliberate and decisive; you are comfortable using data to make decisions, if its your decision to make. You are a champion of being totally clear who makes what decisions when (and how), as part of establishing R&R on project teams;
        • Self-starter; you are process-driven and know how to motivate yourself to get things done. This includes not being afraid to ask for help;
        • Exceptional listening and analytical skills.

Keywords: Sonos, Santa Barbara , Customer Experience Quality Specialist, Other , Santa Barbara, California

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