Quality Specialist

1 week ago

Pune, Maharashtra, India UPS Supply Chain Solutions (UPS SCS) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrowpeople with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

About The Role :

Job Summary

The Quality Team representative is responsible for providing meaningful feedback to GBS sites and acting as a mentor to help improve the customer experience. He / She will measure quality performance through analyzing and auditing all functions of the customer experience and provide written feedback to all levels of GBS site employees. He / She will be considered as process experts and will provide coaching and training to operational management teams.

Job Duties

Analyze customer service calls or emails to identify areas of improvements, trends, and offer suggestions to improve the customers experience.

Perform call/email observations on various UPS Small Package topics, e.g., time in transit, pick up, tracking, tracing, etc.

Recognize trends, disconnects, training gaps and contributing towards actionable insights.

Perform internal/external calibration sessions.

Skill Requirement

Excellent written & verbal English communication skill.

Exceptional attention to detail.

Very good organizational skills, patience, and accuracy.

Punctual and strict adherence to work guidelines, e.g., start time, no unplanned leaves, application usage time, etc.

Have a positive attitude and outwardly support UPS.

Ability to work in a high-pressure environment.

Prerequisites

All confirmed employees who have completed 1 year in the organization and in the current position as on the IJP release date are eligible to apply for the position.

Bachelors Degree Required

Minimum 1 or more than 1+ year of International Customer Service or IT Support Experience Preferred

1-3 years of UPS Experience Preferred

Behavioral Write Up no write ups (Zero tolerance) in the last 6 months from the date of the IJP. This also includes all internal compliance.

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

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