Experience: 1 to 3 yrs.
Participates in design of process formats and quality standards.
Performs process monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates process calibration sessions for staff.
Provides feedback to process team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Knowledge, Skills, Other Abilities:
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.
Strong knowledge of customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Relevant Experience & Desired Profile:
Bachelor's degree program; individuals with a bachelor's degree in business, or an MBA/advanced degree are preferred.
Experience of process customer care, preferably in a technical environment will be preferred.
Job Responsibilities:
Participates in design of process formats and quality standards.
Performs process monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates process calibration sessions for staff.
Provides feedback to process team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Knowledge, Skills, Other Abilities:
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.
Strong knowledge of customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Relevant Experience & Desired Profile:
Bachelor's degree program; individuals with a bachelor's degree in business, or an MBA/advanced degree are preferred.
Experience of process customer care, preferably in a technical environment will be preferred.
Apply Through; https://interglobe.taleo.net/careersection/ex/jobdetail.ftl?lang=en&job=14000430
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