JOB PURPOSEEnsures quality service and operational performance within the parameters of program and delivery standards. Works with various departments to develop and implement tools and process improvements to enhance efficiency and effectiveness.
Utilizes custom and standard software programs as well as manual research efforts to review and analyze transactions and customer records.
MAIN RESPONSIBILITIES / DUTIESScope & Complexity
Advanced knowledge and technical skills; knows how to handle all types of cases
Works on assignments requiring considerable judgment and initiative
Understands implications of work and makes recommendations for solutions
Builds productive internal / external relationshipsExpertise
Completes tasks in resourceful and effective ways
Exceeds the requirements of production standard in terms of quantity, quality & customer complianceSupervision
Determines methods and procedures on new assignments.
May be informal team leaderLeadership
Can teach L1 and L2 Customer Care QA & share experiences with others, with the potential to support SupervisorREQUIREMENTS / QUALIFICATIONSACADEMIC BACKGROUNDNormally requires a High School Degree.
Technical Degree is a plusREQUIRED EXPERIENCEHas 1-4 years of related experienceLANGUAGESIdeally advanced English proficiency.SKILLS / COMPETENCIES
Ideally requires good interpersonal skills and the ability to work cross-functionally.
Ability to focus attention to detail.
Ability to consistently follow through with projects to completion.
Ability to perform in a fast-paced, highly customized manufacturing environment.
Strong interpersonal, problem solving, organizational and prioritization skills are essential. Self-motivated and initiating is desired.
Strong knowledge of data management, charting and analysis is required.
Strong leadership and management skills, excellent people skills.SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK
Yellow belt six-sigma certification is a plus
Knowledge in regular tools is a plus (Outlook, Skype, MS Teams).
Ideally practical knowledge of MS tools used within the role are a plus including but not limited to Excel, Power BI, SharePoint.
SUPERVISORY RESPONSIBILITIESN / AWORK ENVIRONMENT DEMANDSWhile performing the duties of this job, the employee will be required to sit for extended periods of time, including constant use of computer keyboard and tracker devices (mouse, track ball, etc.
Noise level in the work environment is usually moderate.
REQUIREMENTS / QUALIFICATIONS