Want Job Alerts? Join UsDiebold Nixdorf Recruitment 2024 Hiring Details:
About Company:
Diebold Nixdorf is an American multinational financial and retail technology company that specializes in the sale, manufacture, installation and service of self-service transaction systems, point-of-sale
Job Profile: Associate Service Quality Specialist
Degree Required: Diploma
Experience Required: 0 – 2 years
CTC: Best in Industry
Work Location: Hyderabad
JOB DESCRIPTION
Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as ‘floorwalker’ to give immediate assistance to customer service associates regarding customer inquiries.
RESPONSIBILITIES
- Gains familiarity with Service Quality concepts, practices and methodologies.
- Learns to perform Service Quality Specialist duties, including: Monitoring performance and quality metrics ( For Example, call calibration, agent performance, customer feedback).
- Using various customer satisfaction and call monitoring measurement tools.
- Updating and monitoring the tools and systems used to capture Customer Satisfaction and call logs.
- Developing Service Quality summary reports for key stakeholder teams.
- Following up with internal stakeholders on process improvement and training-related matters.
- Learns Service Quality Analysis policies and guidelines.
- Learns how Service Quality supports and integrates with other DN departments and with third-party vendors / suppliers.
- Proactively learns team roles and priorities.
QUALIFICATIONS
Required Qualifications
- Diploma or equivalent work experience required.
- Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Quality.
- Good business English skills (Written and spoken).
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Note: Shortlisted candidates will receive an email/call for the further interview process.