Role Description

The Service Quality Specialist (Digital Services) supports the enhancement and continuous improvement of digital platforms used in customer service operations. This role acts as a liaison between the Customer Experience (CE) team and technical project teams by documenting business requirements, supporting testing activities, and ensuring system enhancements align with operational service needs.

Essential Functions

• Support the integration of CE requirements in digital initiatives by gathering frontline feedback and helping ensure platform enhancements align with operational workflows and service standards.
• Document and translate service insights and operational feedback into clear business requirements, user stories, and process documentation, and support validation with stakeholders.
• Coordinate with project teams to support system enhancements, ensuring service workflows are captured...