236
Reģistrācijas numurs: LV40203552317
- Apraksts
- Pamatinformācija
- Uzņēmums
Work Experience/Responsabilities
- Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis
- Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy
- Effectively support CSA quality performance improvement in alignment with Operation Teamlead priorities, based on quartile management
- Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders
- Provide comprehensive input for Quality reporting
- Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
- Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
- Participate in training programs for better understanding of client and business expectations and to continuously develop and grow
Darba pienākumi
- Uzraudzīt un auditēt mijiedarbību ar klientiem saskaņā ar klientu apkalpošanas standartiem, nodrošinot ar darbības analīzi
- Sniegt katra individuālā darbinieka un komandas darba vērtējumu, sniedzot ieteikumus efektivitātes paaugstināšanai un uzlabojumus
- Sniegt atbalstu Komandu vadītājiem klientu apkalpošanas uzlabošanai
- Piedalīties iekšējo un ārējo klientu un citu ieinteresēto personu zvanu monitorēšanā
- Sagatavot visaptverošas Kvalitātes analīzes atskaites
- Noteikt uzlabojumus kvalitātes standartu ievēŗošanā, uzlabojot klientu apkalpošanu
- Pieņemt klientu zvanus, sniedzot atbalstu klientu apkalpošanas komandai, palīdzot atrisināt svarīgas problēmsituācijas
- Piedalīties apmācību programmās labākai klienta un biznesa izpratnei, kā arī nepārtraukti attīstīties
Preferred Competencies
- Near native (interpreted as CEFR level C1) or native Swedish language.
- English language skills (B1+ or better) in writing and speaking
- Proven experience in Quality Management within a BPO environment (min. 2 years)
- Quality monitoring and audit experience (min. 1 years)
- Excellent attention to detail and ability to maintain accuracy
- Great data analytic and problem solving skills, continuous improvement mindset and toolset
- Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
- Optimistic, friendly, positive, and self-motivated personality,
- Ability to work in team,
- Service oriented profile and with a focus on problem solving,
- Ability to work shift hours/ part time (to the extent legally possible)
- Good communication skills
Vēlamās kompetences
- Dzimtā vai C1 zviedru valodas zināšanas
- Dzimtā valoda vai C1 līmenis atbilstošajai klientu apkalpošanas valodai
- Angļu valodas zināšanās labā runātprasmes un rakstītprasmes līmenī
- Vismaz 2 gadu pieredze Kvalitātes vadībā BPO sfērā
- Vismaz 1 gada darba pieredze kvalitātes uzraudzībā un auditēšanā
- Spēja pievērst uzmanību detaļām un precizitātei
- Ļoti labas analītiskās un problēmsituāciju risināšanas prasmes
- Ļoti labas datorprasmes, spējot vienlaicīgi strādāt ar vairākām aplikācijām
- Optimisms, draudzīgums, pašmotivācija un pozitīva attieksme pret lietām
- Spēja strādāt komandā
- Uz klientu apkalpošanu vērsta personība ar spēju risināt problēmsituācijas
- Spēja strādāt maiņu darbu
- Ļoti labas komunikācijas prasmes
Employee Benefits- We've got you covered!
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more
- Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies
- Attractive compensation and allowances- Basis role and experience
- Annual Leave 4 calendar weeks of paid leave according to LV labor law
- Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit
Darbinieka labumi:
- Premium klases medicīniskā apdrošināšana (veselības pārbaudes, zobārstniecība, redzes pārbaudes, medikamentu receptes, garīgās veselības atbalsts u.c.) darbiniekam un viņa ģimenei no pirmās darba dienas
- Iespēja attīstīt savas zināšanas, izmantojot DEXT izglītības platformu, kura piedāvā vairāk nekā 5000+ bezmaksas kursus
- ikgadējais apmaksātais atvaļinājums 4 kalendārās nedēļas saskaņā ar Darba likumu
- Saistošu atalgojumu un bonusu sistēmu
- Iespēju strādāt un augt dimaniskā un patīkamā darba vidē ar regulāriem korporatīvajiem pasākumiem, labsajūtas aktivitātēm un lielisku komandas garu
Please note that the successful candidate will be subject to a background check as this role involves the processing of confidential information belonging to Tech Mahindra clients and this role is directly related to the provision of financial services. Candidates must not have been convicted of committing an intentional criminal offense against the State, property, or governance procedures, of committing an intentional criminal offense in the national economy or while in service in a governmental authority, or of committing a terrorism-related criminal offense unless criminal record thereon has been extinguished or set aside. Furthermore, candidates must not have any defaults on payment obligations towards Tech Mahindra clients to whom the services will be provided. Further information on how Tech Mahindra processes candidates data is available: https://www.techmahindra.com/en-in/privacy-policy/
Lūdzu ņemt vērā, ka kandidātam, kurš tiks atlasīts konkrētajam amatam, tiks veikta iepriekšējās darbības pārbaude, jo šis amats ir saistīts ar Tech Mahindra klientiem piederošās konfidenciālās informācijas apstrādi un šis amats ir saistīts ar finanšu pakalpojumu sniegšanu.
Kandidāts nedrīkst būt tiesāts par tīša nozieguma izdarīšanu pret valsti, valsts iestādēm vai saistībā ar terorismu. Tāpat nedrīkst būt neizpildītas maksājumu saistības pret Tech Mahindra klientiem, kuriem tiks sniegti pakalpojumi.
Informācija par kandidātu datu apstrādi pieejama:
https://www.techmahindra.com/en-in/privacy-policy/
€
1900
Atrašanās vieta
- Rīga, Latvija
Gustava Zemgala gatve 76, ēka "Valters", Jaunā Teika
Darba veids
- Pilna slodze
Prasmes
Valodas
- Angļu
- Zviedru
Kontaktpersona
Karan P
+917777095640
Karan P
+917777095640
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.
We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.
We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.
With the NXT.NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.
Reģistrācijas numurs: LV40203552317
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