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