Cubic is hiring Quality coordinator. here are the details.
Job Summary:
- This role will be responsible for conducting call, Emails 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 Weekly & 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 Cubics 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 ho