Customer Service Quality Coordinator

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Job Summary:

• This role will be responsible for conducting call and ticket quality monitoring, scoring and reporting processes for the Cubic One Support Service Desk located in Hyderabad India. The role will also be monitoring all Service Desk Technicians monthly and report on their performance. You will also be expected to instruct other Cubic staff on call monitoring processes and procedures to ensure all activities are properly calibrated.

Essential Job Duties and Responsibilities:

• Manages quality monitoring, scoring and reporting processes for One Support Service Desk.
• Assists in the development of the monitoring system, performance criteria and Service Desk Technician performance and quality standards for the One Support Service Desk.
• Develops and publishes individual and group monitoring performance reports.
• Monitors, evaluates and scores phone calls and Service Now Tickets. Documents results of monitoring.
• Conducts individual and group monitoring feedback sessions.
• Recommends corrective actions for individual staff members and procedural improvements for all customer facing staff.
• Contributes to the Training of all staff responsible for monitoring and conducts calibration sessions to ensure consistency of evaluations.
• Contributes to the development of training materials as they relate to customer service skills.
• Gathers and reports customer feedback collected during monitoring activities.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.
• Comply with Cubic’s values and adherence to all company policy and procedures.  In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Minimum Job Requirements:
 

Skills knowledge and experience:

Essential:

• 2+ years of experience in Phone-based customer service, call monitoring and reporting experience.
• Exceptional listening and analytical skills. 
• Understanding of telephony systems and personal computers.
• The use of Microsoft Office particularly, Word, Excel and PowerPoint. 
• An understanding of Internet technology. 
• A wide understanding of customer service processes and methodologies. 
• Ability to occasionally work off hours to monitor early morning and evening staff.
• Able to make a significant contribution in a team environment.

Desirable:

• Broad experience in supporting multiple product areas
• An appreciation of development of the Transport Industry
• Experience in Fault Management
• Experience working in a high technical operational Service Centre or technical background preferably gained in automated fare collection or railway industry.
• Experience in delivering training

Education and qualifications

Essential:

• A Level education or India equivalent

Desirable:

• ITIL v4 Foundation certification

Personal Qualities

• Ability to work both autonomously when required and productively within a cross-functional team environment.
• Responsible, organised, logical thought process.
• Positive attitude.
• Team player.
• Diligent, with attention to detail. 
• Able to problem solve and find effective and timely resolutions.
• Proactive.
• Excellent communication skills both verbal and written.
• Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments.
• An enthusiasm for new technologies and their application for both business and consumers.
• A natural curiosity and a passion for learning new skills.
• A continuous improvement mindset.
• The tenacity to keep going when things get difficult, an optimistic and upbeat personal manner.
• Analytical problem solver who is able to quickly & accurately identify key issues.
• Approachable, adaptable and flexible and able to work on their own or as part of a team.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements.  Duties, responsibilities and requirements may change over time and according to business need.

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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.