Customer Service Quality Coordinator

About the role

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.

What you'll do

• 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

What you need

• 2–5 yrs of experience
• Customer service
• MS Office
• PowerPoint
• ServiceNow
• Any graduate

Good to have

• ITIL