Customer?Experience Specialist (QUALTRICS) Hybrid/Swindon, Manchester, Leeds or Birmingham About the Position: Are you a Customer Experience specialist? Can you keep a calm head and remain professional at all times??Are you able to spot trends and deal objectively with subjective feedback? If all the above answers are, "Yes" then you might be exactly the person for whom we're looking…Here at QA, we're looking for an amazing?Customer?Experience Specialist?to join our Experience Management team. In a nutshell, this role is all about looking at the experiences of our learners and seeing how we can make continuous improvements and enhancements as a result of feedback. Knowledge of QUALTRICS desirable. Key Responsibilities: All of our learners complete a post-course survey and your role will be to consider responses and assess and analyse the survey-data.?You'll play a key role in sharing that data with the business to celebrate success and to identify opportunities for improvement. You may also need to reach out to appropriate colleagues to investigate concerning feedback to ensure that it is acted upon accordingly. This could mean that you also speak to the learner directly to dig deeper and understand more about their experience. The other main aspects of this exciting role are: Provide timely and accurate reporting to all stakeholders Undertaking calls with learners to understand their experience of QA more deeply. Improve the analysis of all customer feedback received via our surveys throughout the lifecycle of appropriate QA programmes Identify ongoing improvements to the quality and range of our surveys to ensure that the business has the data that it needs in a timely way Ensure that customer complaints are identified, owned by the relevant part of the business, acted upon swiftly and any required resolution fed back to the customer in a timely manner Analyse complaints data with the aim of identifying common themes, improving any business processes or employee behaviours which are driving customer complaints Feed into key projects and change initiatives across QA Manage the relationship with stakeholders across the business, ensuring communication is clear and strong (Scroll to the bottom of this advert to read the full Job-Description) About You: This role would be a great fit if you come from a strong customer-service background and have experience in dealing with/escalating complaints.?You'll need a calm head on your shoulders, and we'd love you to be able to tick the following boxes, too: Data analysis Complaint escalation Continuous improvement Change management Qualtrics Apply today, we'd love to hear from you LI-Hybrid LI-TH1 Being a learning partner, we get how important your learning and development is and of course we want you to be the best. We'll give you the very best development to do your job. Our perks: You'll work hard and do great things for us, so we'll make sure your efforts and achievements are well-rewarded with an attractive package and benefits include:Competitive salary 27 days holiday plus ability to purchase 5 more days 3 days a year fully paid training, 2 days a year paid charity volunteering Medicash (healthcare moneyback scheme) £500 referral scheme A superb Gymflex scheme Our own BenefitsHub to receive loads of discounts Want to know more about QA? As part of the QA Group, we are the UK's leading tech talent and training organisation. We're a world-leading provider of digital and tech skills, enabling organisations and learners to be winners in the digital revolution. With over 3,000 employees globally, we help clients build in-demand tech skills through a comprehensive range of training and talent solutions that blend the best of live and self-paced digital training - including training courses, reskilling, tech apprenticeships and degree apprenticeships. We serve more than 80% of the FTSE 100, many parts of government and the public sector, and?we're one of Microsoft's largest learning partners globally. We live-trained more than 280,000 people last year, with hundreds of thousands more on our global self-paced digital learning platforms. Equal Opportunities: You'll instantly be welcomed into our team and here, we celebrate our diversity. We've won numerous awards demonstrating our commitment to our inclusive culture. Everyone feels part of QA with our welcoming networks in place from day one, and you'll have a work buddy to call on anytime from the get-go.