Customer Experience & Quality Assurance Coordinator
Sherbim ndaj KlientitTiranë6 ditë më parëFull Time
BALFIN Group is one of the most successful investment groups in the Western Balkans. Established in 1993, the Group today operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada, and the United States of America. Its diversified portfolio spans multiple sectors, including banking, real estate development, wholesale and retail, asset management, tourism, logistics, education, and entertainment.
Happy SHPK is one of the newest companies of BALFIN Group, launched in 2020. It provides Customer Care & Customer Experience services, Loyalty Programs, and market research services. Happy SHPK manages the largest loyalty program in Albania, "Happy," with more than 500,000 members being rewarded annually.
Department: Customer Operations Department
Reports to: Customer Operations Manager
Location: Tirana, Albania
Overview:
The CX & Quality Assurance Coordinator is responsible for coordinating and monitoring Customer Experience (CX) and Quality Assurance activities within the Customer Operations Department. The position focuses on ensuring the quality of service provided by Customer Care/COPs, collecting and analyzing customer feedback, conducting ad hoc surveys, and monitoring applications and digital channels from a Customer Experience perspective.
The role aims to identify opportunities for improvement, provide structured insights, and contribute to raising the quality and the customer experience.
Key Responsibilities
- Quality Assurance — Monitor and evaluate Customer Care/COPs interactions against service standards, identify gaps and trends, and report on results and corrective actions
- Customer Experience & Customer Feedback — Collect and analyze customer feedback across channels, escalate recurring issues, and identify opportunities to improve the Customer Journey
- Customer Surveys — Design, coordinate, and analyze ad hoc customer surveys, and present findings and recommendations to stakeholders
- Application & Digital Experience Monitoring — Monitor apps and digital channels for accessibility and functionality, document issues, and escalate critical ones promptly
- Reporting & Insights — Consolidate Quality, CX, and feedback data into clear reports and actionable insights for management
- Process Improvement — Recommend and support improvements to processes, service standards, and Quality methodologies
Key Performance Indicators (KPIs)
- Quality Assurance Score / Compliance
- Quality Monitoring completion rate
- Timeliness and accuracy of reports
- Addressing and follow-up of Quality findings