Associate, Global Service Desk (IT) @ Concentrix

Essential Functions/Core Responsibilities

Report results of evaluations to appropriate Quality/Operations stakeholders on a weekly and monthly basis.

Achieve departmental productivity requirements. Facilitate and/or participate in calibration sessions with stakeholders

Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task forces with Account Management and clients.

Participate in internal quality audits (e.g. periodic audits of all related processes to determine process control and efficiencies) and recommend changes.

Quality monitoring and reporting for service delivery. Adherence to Transactional Quality. Perform analysis of query/call listening results to develop business cases.

Deploy and share VOC survey results with stakeholders and facilitate action planning sessions

Provide periodic assessment on quality performance to deliver promised customer experience

Develop reports pertaining to key learnings and observations during quality auditing process

SPOC for sharing quality observations with individual functional owners

Candidate Profile

Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel.

Experience in Quality Domain (Call/Transactional Monitoring) is an added advantage

Effective English oral and written communication skills, broad understanding of client conformance measures.

Experience with process excellence/operational excellence/call or transactional quality and working towards improving the process, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS, etc) is an added advantage.

Career Framework Role

Has developed knowledge and skills through formal training or considerable work experience.

Entry level often for those with work experience in the skill area.

Works within established procedures with a moderate degree of supervision.

Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.