HP is the leading printing and personal systems technology company in the world, and we are here to create technology that makes life better for everyone, everywhere.
Our technology and services help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams.
We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work.
The HP Americas Customer Excellence organization works hard at enabling an effortless customer support experience that is second to none.
Letting customers know they're valued, and making sure all other parts of our business understand what customers are thinking.
We're here for our customers. Putting them first and foremost. We don't exist without them. Customers drives our business and we are committed to make them HP fans!
This fast-paced and dynamic Quality Auditor position is responsible for evaluating recorded customer interactions with the call center agent and complaint escalation teams to assess compliance with established customer experience / COPC protocols and quality parameters.
Quality Auditors grade the employees and highlight coaching opportunities on the issues that require improvement to enable a world-
class customer experience. The team establishes Key Performance Indicators (KPIs) and reporting based on the CS Americas Customer Excellence strategy and overall service Net Promoter Score (sNPS) improvement goals.
Will also contribute to the identification and prioritization of process improvements in the Quality Audit Program, as well as delivering relevant ongoing communications and metric scorecards to the contact center.
Education and Experience Required
Knowledge and Skills