CX Quality Improvement Advisor

The CX Quality Improvement team is looking for a CX Quality Improvement Advisor, to be part of an experienced team solving complex customer complaints and improving quality, by delivering training to customer-facing agents.  We are looking for a proactive, customer focused CX Quality Improvements Agent to be part of an experienced team solving complex customer complaints and improving quality. 

Job Responsibilities:

• Manage escalated complaints: Handle complex customer complaints referred by regulatory authorities, external bodies, and other internal channels across the company.

• Drive effective resolutions: Take ownership of customer issues, working closely with relevant departments to ensure timely, and satisfactory outcomes.

• Monitor public feedback: Monitor public social media posts, particularly on Facebook, and take appropriate action to address customer concerns and protect the company's reputation.

• Proactively follow up with customers: Keep customers informed, ensure agreed actions are completed, and confirm that their issues have been fully resolved.

• Prevent further escalation: Act as the final point of resolution before complaints progress to further escalation, ensuring every opportunity is taken to resolve the issue at the earliest possible stage.

• Identify improvement opportunities: Recognise recurring complaints, service gaps, and root causes, sharing insights that can help improve processes and the overall customer experience.

• Good command of spoken and written Maltese and English 

• Familiar with Microsoft Office applications mostly Excel and PowerPoint 

• The ability to take ownership, understand and solve problems/complaints 

• Having strong communication skills 

• Time management 

• Good technical and billing knowledge