Quality Specialist (SD) - Need 3 years in Service desk & Quality experience candidate - Alabang (PH)

Industry Category	Manufacturing	Position	Quality Assurance
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Muntinlupa	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-09-27	Valid Until	Long-term validity

Job Description

Summary/Description

Executes transactions as per prescribed guidelines and timeliness and follows all predefined procedures with the objective to meet SLA target and to ensure that the performance parameters are met and exceeded within the guidelines, policies and norms of the organization.

Job Responsibilities

• Attend to service desk calls on technical / process related issues in order to provide support / assistance to customers and log incidents for tracking and escalate to Level 2 & 3 support as appropriate.

• Follows all predefined procedures, adheres to all the laws regarding telesales applicable in that specific location in order to meet SLA target and to ensure that the performance parameters are met and exceeded in order to meet SLA targets.

• Effectively executes calls of the client’s customers, resolves query/issue as per deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards.

• Resolves individual cases that need re-work in order to ensure high CSAT / NPS score from the end user.

• Shares experiences in order to facilitate capture of tacit knowledge.

• Delivers on the new process / approach in order to meet client / internal goals.

Key Qualifications:

• Exhibits working knowledge of complaint handling procedures adequate to understand when to escalate matters and to whom. Shows basic awareness of the client business and key processes to relate own area of work to client outcomes

• Shows working knowledge of individual task- oriented IBPO business / operations process and tools like Service Now, Active Directory, etc. in order to comply with defined processes.

• Demonstrates basic understanding of the data elements (transaction level details, SLA parameters at the individual level) required to support timely and accurate processing and reporting. Demonstrates basic understanding of performance measures requirements in his/her own area of work in order to deliver as per expected performance standards. Exhibits basic understanding of risk identification principles to identify risks and liabilities associated with his/ her area of work and eliminate the impact.

• Comes up with new ideas to improve his/her own work area, identifies personal learning goals, leverages formal as well as informal learning mechanisms and prioritizes learning. Experiments with new ways in own area of work of doing things; extracts appropriate learning from a failure. Constantly looks at doing things better to enhance own output.

• Seeks to understand customer needs and builds credibility with the customer by providing inputs on solutions. Integrates client feedback and delivers according to agreed specifications and timelines in order to ensure highest level of client satisfaction. Proactively identifies red flags in own work output and escalates them to the manager for immediate action.

• Sets challenging goals for own self, demonstrates a sense of urgency to deliver on these goals in a timely and efficient manner. Has attention for details and focuses on delivering first time “right” outputs in a timely manner.

• Structures thoughts, uses simple words and is proficient in the English language, listens attentively and asks questions to seek clarity for oneself. Communicates with conviction and is confident to share own point of view in team meetings.

• Breaks down the problem into its constituent parts to get a better understanding of issues. evaluates the available solution options while solving problems.

Additional Information

Career Level

Supervisor/5 Years & Up Experienced Employee

Qualification

Bachelor's/College Degree

Years of Experience

3 years

Job Type

Full-Time

Job Specializations

Manufacturing, Quality Assurance

Why Infosys:

Quarterly performance bonus.Outstanding career development opportunities and fast track career progression.Enjoy a fair work-life balance.HMO and Life Insurance for employee and 2 dependents for free.24 Leaves annually.Inside the Central Business District area.Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.