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IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: please note that the deadline for applications is indicated in local time as per the time zone of the applicantโs location.
This post is a limited-term fixed-term post.
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1.ย ย ย Organizational Context
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a.ย ย ย Organizational Setting
The position is located in the Customer Experience Section (CES), Customer Experience, Marketing, and Digital Engagement Division, Infrastructure and Platforms Sector. The section is responsible for marketing and customer service activities with a view to coordinating the strategy, planning, and execution of the Organizationโs overall customer experience strategy in close collaboration with other areas of the Organization.
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b.ย ย ย Purpose Statement
The incumbent plays a pivotal role in developing and implementing comprehensive quality assurance standards and metrics for both in-house and outsourced customer service operations, conducting regular evaluations, and analyzing data to drive continuous improvement. This role involves managing relationships with internal and external partners, leading customer service improvement projects, and coordinating with cross-functional teams to achieve improvement objectives, ultimately ensuring adherence to service-level targets and enhancing overall customer satisfaction.
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c.ย ย ย Reporting Lines
The incumbent works under the supervision of the Head, Customer Experience Section.
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d.ย ย ย Work Relations
The incumbent will work closely with various stakeholders, both inside WIPO and external organizations.
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2.ย ย ย ย ย Duties and Responsibilities
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The incumbent will perform the following principal duties:
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a.ย ย Develop, propose, and implement comprehensive quality assurance standards and metrics for both in-house and outsourced customer service operations. Maintain, improve and update quality assurance documentation, guidelines, and procedures.
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b.ย ย Conduct regular quality monitoring and evaluation of customer service interactions (phone, email, chat, etc.) using the established metrics and standards. Track, assess, and report on key customer service metrics, such as first contact resolution, customer satisfaction levels, and adherence to service level targets.
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c.ย ย Analyze data related to quality to identify and address trends, areas for improvement, and root causes of customer service performance issues. Conduct quality review sessions with internal and external stakeholders to provide constructive feedback and recommend solutions to enhance performance.
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d.ย ย Manage relationships with outsourced partners in different time zones, ensuring adherence to contractual agreements and quality standards. Provide advice to and collaborate with partners to implement process improvements and enhance customer experience.
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e.ย ย Manage or support customer experience improvement projects. Coordinate with cross-functional teams (business units, IT, operations, etc.) and external vendors to achieve project objectives. Manage changes in procedures when new tools or processes are introduced.
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f.ย ย ย Stay up-to-date on industry best practices and emerging trends in customer experience and quality assurance.
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g.ย ย Perform other related tasks as required.
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3.ย ย ย ย ย Requirements
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Education (Essential)
Advanced university degree or equivalent in industrial engineering, quality management, business administration, or other relevant fields. A first-level university degree in a relevant discipline, plus two years of experience in addition to the experience requested below, may be accepted in lieu of an advanced university degree.
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Education (Desirable)
Formal training with certifications from acknowledged institutions in service quality assurance.
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Experience (Essential)
A minimum of seven years of professional experience in service quality assurance, including in a global or multicultural environment with teams in different time zones with B2B and/or B2C service organizations.ย
At least three years of experience in developing and implementing quality assurance standards and improvement projects, in relation to customer service processes.
Experience with quality monitoring, evaluation, and reporting.
Direct experience working in or closely with a customer service center, understanding its operations and challenges.
Experience managing relationships with external vendors or outsourced partners.
Experience in project management and coordination.