Job Summary
Responsible for driving accuracy for Customer Service and Back office requirements ,performing quality audits and analysis for the project.
• Quality Audits of Customer Service chat Transactions , tickets received from chat
• Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill team performance
• Perform quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes
• Utilize an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis
• Support team manager to identify and implement workflow gaps and areas for process improvement opportunities
• Maintain knowledge management material, training content and change management for their Support domain.
• Provide Feedback to Service Desk Agents based on Quality checklist parameters
• Work with Process Manager for identifying training needs and requirements in case of employees not performing well
Key Responsibilities
Responsible for driving accuracy for Customer Service and Back office requirements ,performing quality audits and analysis for the project.
• Quality Audits of Customer Service chat Transactions , tickets received from chat
• Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill team performance
• Perform quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes
• Utilize an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis
• Support team manager to identify and implement workflow gaps and areas for process improvement opportunities
• Maintain knowledge management material, training content and change management for their Support domain.
• Provide Feedback to Service Desk Agents based on Quality checklist parameters
• Work with Process Manager for identifying training needs and requirements in case of employees not performing well
Skill Requirements
• Concern for Quality : Achieves end-user satisfaction by using effective measurements
• Work experience in a Technical Support and Customer Service process will be preferred
• Client SLAs and internal metrics : Understanding of the client’s expectations in terms of the key client deliverables and internal metrics to measure the process performance.
• Understand and be able to implement performance improvement methodologies
• Coaching and Feedback : Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.
• Good communication and presentation skills / customer interaction
• Good Analytical Skills