Great People make Schneider Electric a great company.
Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? Start making an IMPACT
The Role\: Quality Assurance Specialist
The Quality Assurance Specialist responsibility is to ensure that standard of service quality at the Contact Centre is consistently provided to our customers over various channels of contact (such as phone, emails and web chat.
The QA Specialist is responsible for developing and executing quality assurance processes. He/She will also review these processes and provide feedback to the Operations team with the overall objective to deliver and maintain quality service to customers. This role calls for one who is passionate in improving customer experience and nurture people to WOW customers.
What will you do?
Perform various communication channel monitoring , evaluation and customer satisfaction rating responses and provide trend data to management teamWork closely with Managers in developing quality service operational SOPs and processes.Coordinate and facilitate call calibration sessions with the Operations LeadsInvestigate complaints and provide recommendations/action plans to prevent future occurrencesAnalyze all customer service metrics (e.g. CSAT) and how the support team's performance affects those KPIsLead or participate in continuous improvement projectsProactively create and innovate methods to improve call quality and share with TeamProvide weekly coaching i.e. Face to Face to Individuals and Teams to improve quality performanceActively involved in communication forums conducted by Team Leaders with CSOsPerform mock calls with new hires post-training to determine readiness for moving into supportProvide feedback and actionable data to various internal groups like operation managers and team leadersKeep abreast of latest organizational changes in products and processesConsistently observes and supports company's culture, policies and proceduresEstablish rapport with Operations through maintenance of high level of morale by exhibiting a positive dispositionUndertake any assignments as and when assigned