- Company Name
- Moneris
- Job Title
- Digital Support Specialist, Process Improvement
- Job Description
-
**Job Title:** Digital Support Specialist, Process Improvement
**Role Summary:**
Oversee and continuously improve moneris's digital engagement platforms—Virtual Assistant and Online Self‑Serve tools—ensuring efficiency, high adoption, and superior customer satisfaction through strategic enhancements and data‑driven optimizations.
**Expectations:**
- Own day‑to‑day operations, content, intent management, and performance metrics (ARR, containment rate, CSAT) for the Virtual Assistant in English and French.
- Drive end‑to‑end workflow design for Self‑Serve solutions, reducing customer effort.
- Transform insights into evidence‑based improvements, using agile methodologies to deliver ROI.
**Key Responsibilities:**
- Lead end‑to‑end management of the Virtual Assistant, including daily ops, content, intent frameworks, and continuous optimization.
- Manage daily activities for Voice, Chat, VA, and Self‑Serve platforms, coordinating with front‑ and back‑office teams and internal Product/Tech functions.
- Ensure content accuracy: incorporate policy changes, product updates, seasonal trends, and emerging customer needs.
- Design & build self‑serve workflows across the Virtual Assistant and Moneris Unified Portal.
- Create strategic initiatives to leverage digital tools for detailed, personalized customer experiences.
- Measure service quality and experience using user acceptance testing, customer outcomes, and analytics.
- Monitor performance, identify friction points, and recommend data‑driven process improvements.
- Apply agile sprint techniques: backlog ownership, prioritization, sprint planning, delivery tracking, and performance reporting.
- Partner with Customer Support Leadership to enhance the self‑service‑to‑human handoff, maintaining a seamless experience.
**Required Skills:**
- 3+ years in digital operations or self‑serve platform support.
- Hands‑on experience managing or supporting Virtual Assistants, chatbots, or conversational AI.
- Proficiency with conversational AI platforms (e.g., Ada), contact‑center technologies (e.g., Five9), CRM systems (Microsoft Dynamics, Salesforce).
- Strong data analysis and reporting using Excel, Tableau, or similar tools.
- Ability to configure, validate, and review technical components (bot logic, integrations, workflows).
- Innovative, proactive, and independent initiative‑driving.
- Ability to translate performance metrics and customer insights into actionable recommendations.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Operations, Commerce, or a related field (or equivalent work experience).
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