Customer engineer Jobs in Dallas, TX

Job Description

Job Description

We are looking for a Customer Service Quality Engineer who is responsible for monitoring and analyzing customer service interactions to ensure quality standards are met, identifying areas for improvement, and working with customer service teams to implement changes that enhance customer satisfaction, often by conducting quality audits, providing feedback, and identifying root causes of customer issues; essentially acting as a bridge between customer service operations and quality assurance practices.

Note : This position will require travel 3-4 hours driving distance. The schedule will depend on the Company and customer needs.

Key Responsibilities :

Quality Monitoring :  Regularly review customer service interactions through call recordings, chat transcripts, and emails to assess agent performance against established quality standards (e.g., courtesy, product knowledge, issue resolution).

Performance Evaluation :  Score customer service interactions based on defined criteria, providing detailed feedback to agents on areas of strength and improvement.

Identifying Trends :  Analyze quality data to identify recurring customer issues, trends in agent performance, and areas where training or process adjustments are needed.

Root Cause Analysis :  Investigate customer complaints and identify underlying causes of issues to implement preventative measures.

Calibration and Training :  Collaborate with customer service leadership to develop and deliver quality training programs for agents, ensuring consistent quality standards across the team.

Reporting and Analytics :  Generate comprehensive reports on customer service quality metrics (e.g., customer satisfaction scores, first contact resolution rates) and present findings to stakeholders.

Customer Feedback Management :  Monitor customer feedback channels to gather insights and address customer concerns proactively.

Process Improvement :  Work with cross-functional teams to identify and implement process improvements to enhance customer service efficiency and quality.

Required Skills :

Strong Analytical Skills :  Ability to analyze large datasets, identify patterns, and draw meaningful conclusions from customer service interactions.

Excellent Communication Skills :  Clear and concise communication to provide constructive feedback to agents, present findings to leadership, and interact with customers.

Customer Service Expertise :  Thorough understanding of customer service best practices, quality standards, and customer experience principles.

Technical Proficiency :  Familiarity with customer relationship management (CRM) systems, quality monitoring tools, and data analysis software.

Problem-Solving Skills :  Ability to identify root causes of customer issues and develop effective solutions.

Relevant Experience :

• Previous experience in a customer service role with a focus on quality assurance.
• Background in quality management principles (e.g., Six Sigma, Lean)
• Experience with data analysis and reporting
• Previous experience in manufacturing engineering or other related fields
• Familiarity with intelligent and industrial systems

Company Description

Seksun Technology (Suzhou) Co., Ltd. was established on December 31, 1996 with a registered capital of US$77,043,800 and is affiliated to the Anjie Group. The group has factories in Singapore, Thailand, the United States and China, mainly engaged in the research and development and production of high-precision metal parts. Since its establishment, it has developed into an industry leader with metal stamping, molds, precision machining and electronic assembly as its main business. In the field of metal precision parts, it can provide customers in the fields of computer hard disks, automobiles (including new energy vehicles), smart phones, etc. with services ranging from cold drawing, stamping, precision milling, surface post-treatment and precision mold design and manufacturing, and has the ability to independently develop an overall solution for automated manufacturing and testing during the process implementation.

Company Description

Seksun Technology (Suzhou) Co., Ltd. was established on December 31, 1996 with a registered capital of US$77,043,800 and is affiliated to the Anjie Group. The group has factories in Singapore, Thailand, the United States and China, mainly engaged in the research and development and production of high-precision metal parts. Since its establishment, it has developed into an industry leader with metal stamping, molds, precision machining and electronic assembly as its main business. In the field of metal precision parts, it can provide customers in the fields of computer hard disks, automobiles (including new energy vehicles), smart phones, etc. with services ranging from cold drawing, stamping, precision milling, surface post-treatment and precision mold design and manufacturing, and has the ability to independently develop an overall solution for automated manufacturing and testing during the process implementation.