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 setting, 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.
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📌 Customer Service Quality Coordinator (Hyderabad)
🏢 Cubic Transportation Systems
📍 Hyderabad
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