Job description

About us: 

ProNxt Consulting specializes in providing agile, tailored staffing and consulting solutions designed for startups and small to medium-sized businesses. Our mission is to connect you with top-tier talent and offer strategic guidance that aligns with your unique goals. With expertise in identifying and sourcing niche skills across tech and engineering domains, we bring a flexible, client-centric approach to help you scale efficiently and achieve sustained growth.

Location:
Houston, TX( Hybrid)

Job Description:

The Customer Experience Specialist will ensure the highest standards in customer service and call center operations, focusing on delivering exceptional experiences for customers.

Responsibilities:

• Design and implement a comprehensive quality assurance program to consistently evaluate customer service and call center interactions. Establish clear performance criteria and quality standards aligned with clients requirements. 
• Analyze call center performance data to identify recurring issues, service gaps, and trends impacting customer satisfaction. Prepare reports that highlight key findings and propose actionable improvements to service processes. 
• Lead initiatives focused on improving the overall customer experience. Analyze customer feedback to identify areas where the call center or customer service can better meet customer needs and implement targeted improvement strategies. 
• Collaborate with operations, training, and vendor management teams to ensure that feedback from quality assurance evaluations is integrated into broader operational improvements. 

Experience needed: 

• Minimum 8+years of experience as Customer Success manager for call center operations
• Call Center operations preferred