RESPONSIBILITIES

• Measure QKPIs and deliver reports to Team Managers/Customer Experience Manager/IT Division Director;
• Proactively review and evaluate Quality of cases and communication;
• Review and evaluate a predefined number of cases handled by consultants at all levels;
• Perform internal Customer specific Quality Audits in correlation with individual and team QKPIs;
• Track User Satisfaction surveys and call dissatisfied users with scores below the level predefined by the customer.

REQUIREMENTS

• Problem solving and root cause identification skills;
• Strong analytic and decision making abilities;
• Extremely structured personality;
• Strong background in customer service or service management;
• Self-starter, team player and achiever who can work independently;
• Must be a team player and able to work well with others. Ability to achieve results
through influencing and motivating others;
• Strong organizational skills with the ability to work effectively at all levels in an
organization;
• Ability to take charge and plan work to ensure that all tasks are managed
accordingly;
• Ability to work with a vast multicultural array of colleagues.