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Open nowPosted 13 days ago

CX Quality Improvement Advisor

Melita Ltd10 open roles

Where
Mriehel, Birkirkara, Malta
Work mode
Hybrid
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Your applicationOpen nowCX Quality Improvement AdvisorMelita Ltd · Mriehel, Birkirkara, Malta

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Melita Ltd's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. Melita Ltd postings stay open a median of 19 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted 13 days ago

Melita Ltd median: 19 days open

The posting

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
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