Customer Service Quality Coordinator
1 week ago
Business Unit:
Cubic Corporation
Company Details:
Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today.
We're the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S.
and allied nations.If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect.
We invite you to explore opportunities with Cubic.Job Details:
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 timetotime, 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 timetotime, as may be reasonably required of them.
Minimum Job Requirements:
Skills knowledge and experience:
Essential:
- 2+ years of experience in Phonebased 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
Essential:
- A Level education or India equivalent
Desirable:
- ITIL v4 Foundation certification
- Ability to work both autonomously when required and productively within a crossfunctional 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.
- 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 abov
-
Manager- Customer Service(Quality)
1 week ago
Hyderabad, Telangana, India Carrier Full timeCountry: IndiaLocation: No /A, 615 and 616 in Sy. No. 238 (p) and Sy. No. 242 (p), Ameerpet Village, Floor 2, Unit 1 & 2, Imperial Tower, Hyderabad, Telangana, IndiaRole: Service- QualityLocation: Hyderabad, IndiaFull/ Part-time: Full timeBuild a career with confidenceCarrier Global Corporation, a leading company in intelligent climate and energy solutions,...
-
Customer Support Quality Assurance Analyst
1 week ago
Hyderabad, Telangana, India Harmony United Psychiatric Care Full timeHarmony United Psychiatric Care is a healthcare company based in Florida, USA. We provide outpatient mental health and substance abuse treatment in the state of Florida, USA through networks of clinics and online telehealth platform. We have high quality of mental health professionals in our team including Psychiatrists, Psychologists, Psychotherapist, Nurse...
-
Customer Service Representative
1 week ago
Hyderabad, Telangana, India MahaLakshmi pharmacy Full timeMaintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Acknowledging and resolving customer complaints. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the...
-
Service Operations Coordinator
1 week ago
Hyderabad, Telangana, India Envoy Global, Inc. Full timeEnvoy Global is a proven innovator in the global immigration space. Our mission combines our industry-leading tech platform with holistic service to streamline, simplify and expedite the immigration process for employers and individuals.The Service Operations Coordinator is responsible for collaborating with the Service Operations Team and Team Lead on data...
-
Professional Services Project Coordinator
1 week ago
Hyderabad, Telangana, India Splunk Inc Full timeRole: Splunk Professional Services (PS) is a growing and dynamic organization that plays a key role in the success of our customers, our employees, and our company. Our PS Project Coordinators lead customers, partners, and Splunk teams through the implementation of projects using a combination of management and technical skills. They are highly organized,...
-
Customer Service Representative
4 weeks ago
Hyderabad, Telangana, India Foundever Full timeJob Requirements Job Title: Customer Service Representative - IndiaCompany Name: FOUNDEVERLocation: Hyderabad, IndiaSalary: INR 20, ,000 per monthApply Link: Click HereJob Description:Join FOUNDEVER as a Customer Service Representative in India. In this role, you will be responsible for answering inbound calls and meeting the established guidelines and goals...
-
Customer Service Representative
1 week ago
Hyderabad, Telangana, India Foundever Full timeJob Requirements Job Title: Customer Service Representative - IndiaCompany Name: FOUNDEVERLocation: Hyderabad, IndiaSalary: INR 20, ,000 per monthApply Link: Click HereJob Description:Join FOUNDEVER as a Customer Service Representative in India. In this role, you will be responsible for answering inbound calls and meeting the established guidelines and goals...
-
Customer Service Representative
3 weeks ago
Hyderabad, Telangana, India Foundever Full timeJob Requirements Job Title: Customer Service Representative - IndiaCompany Name: FOUNDEVERLocation: Hyderabad, IndiaSalary: INR 20, ,000 per monthApply Link: Click HereJob Description:Join FOUNDEVER as a Customer Service Representative in India. In this role, you will be responsible for answering inbound calls and meeting the established guidelines and goals...
-
Customer Service Executive- Banking Services
1 week ago
Hyderabad, Telangana, India HSBC Full timeJob descriptionSome careers shine brighter than others.If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.HSBC is one of the largest...
-
Customer Service
1 week ago
Hyderabad, Telangana, India Fruges it services Full timehe BPOis a business process outsourcing company that hires call center agents to provide customer service for their clients. These companies outsource their customer service jobs to call centers or BPOs that are located outside the U.S.BPOs are usually based in India, the Philippines, Eastern Europe, and other locations where labor costs are lower than in...
-
Customer Service Representative
1 week ago
Hyderabad, Telangana, India Foundever Full timeCustomer Service Representative - India - Hyderabad About UsSitel India Pvt Ltd Job Summary Answer inbound calls within the guidelines established by the client and management. Consistently achieves call quality goals to meet client and customer satisfaction. Primary Job Responsibilities Greetings from Sitel!Sitel Hyderabad is hiring for International...
-
Customer Service
1 week ago
Hyderabad, Telangana, India Genpact Full timeResponsibilities: Respond to customer queries and customers concern over phone. Making outbound calls to Customers as required. Provide support for Recovery of the account for end user. Maintain a deep understanding of client process and policies Provide excellent customer service to our customers You should be responsible to exhibit capacity for critical...
-
Customer Service
1 week ago
Hyderabad, Telangana, India Genpact Full timeResponsibilities:· Respond to customer queries and customers concern over phone.· Making outbound calls to Customers as required.· Provide support for Recovery of the account for end user.· Maintain a deep understanding of client process and policies· Provide excellent customer service to our customers· You should be responsible to exhibit capacity for...
-
Customer Service
1 week ago
Hyderabad, Telangana, India Genpact Full timeResponsibilities: · Respond to customer queries and customers concern over phone. · Making outbound calls to Customers as required. · Provide support for Recovery of the account for end user. · Maintain a deep understanding of client process and policies · Provide excellent customer service to our customers · You should be responsible to exhibit...
-
Customer Service Trainer
1 week ago
Hyderabad, Telangana, India DAZN Full timeJob Title: Customer Service TrainerLocation: Hyderabad, IndiaSchedule: Full-Time, PermanentTeam: Customer ServiceDepartment: OperationsWhat's your new role about?:Welcome to DAZN, the world's leading live OTT sports service. Disrupting an industry isn't easy DAZN is playing more hours of live sport than any other company anywhere in the world As we bring new...
-
Hyderabad, Telangana, India AIR ASIA Full timeDescripción de la compañía:BestDescripción del puesto:Airport Ground Staff Job in Airport City In India: As an Airport Services Agent,you will support the operation by providing five-star service to customers at the airport terminal and help create an enjoyable airport environment for customers whilst traveling.You will ensure quality service and...
-
Customer Service Assistant
1 week ago
Hyderabad, Telangana, India Tech Mahindra Full timeTech MahindraWe are Hiring...Customer Support (Domestic Voice)6 Days workings ( WORK FROM OFFICE )0 - 2 yearsSkills Required:Excellent verbal communication skill in English & Hindi without major MTI for Voice process.Good Knowledge of Operating Systems.Multitasking and coordination skillsExcellent judgment skills to be able to properly evaluate situations...
-
Customer Service Executive
1 week ago
Hyderabad, Telangana, India Harmony United Psychiatric Care Full timeHarmony United Psychiatric Care is a healthcare company based in Florida, USA. We provide outpatient mental health and substance abuse treatment in the state of Florida, USA through networks of clinics and online telehealth platform. We have high quality of mental health professionals in our team including Psychiatrists, Psychologists, Psychotherapist, Nurse...
-
Customer Service Executive
1 week ago
Hyderabad, Telangana, India Harmony United Psychiatric Care Full timeHarmony United Psychiatric Care is a healthcare company based in Florida, USA. We provide outpatient mental health and substance abuse treatment in the state of Florida, USA through networks of clinics and online telehealth platform. We have high quality of mental health professionals in our team including Psychiatrists, Psychologists, Psychotherapist,...
-
Customer Service Executive
1 week ago
Hyderabad, Telangana, India HSBC Full timeJob descriptionSome careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses...