Field Performance Specialist

Expect more. Connect more. Be more at Diebold Nixdorf.  Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role. 

 

Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as 'floorwalker' to give immediate assistance to customer service associates regarding customer inquiries.

• Provides Service Quality analysis for a specific business function or location.
• Participates in customer service review sessions for various channels (voice, screen capture, email and chat).
• Analyzes data and generates metrics on quality trends impacting customer satisfaction.
• Performs random / regular quality assessments on agent interactions through call recording, live call listening and review of emails / chats, etc.
• Provides feedback internally, to DN agents and operations stakeholders on policy adherence, deviations and issues.
• Coordinates with and provides feedback to external quality vendors / suppliers as required.
• Identifies customer service issues and develops resolution recommendations.
• Provides actionable data to stakeholder groups, such as training or process improvement.
• Assists Service Quality leadership in designing and implementing forms.
• Builds working relationships with functional stakeholders internally and externally.

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Quality.
• Good business English skills (Written and spoken).
   

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Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations