Service Desk Quality Agent
ALIGN TECHNOLOGY, INC
Belen, Heredia
hace 15 días

JOB PURPOSE

Ensures 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 / DUTIES

Scope & Complexity

  • Has acquired the knowledge and technical skills, can handle cases individually
  • Works on assignments that are moderately difficult
  • Requires judgment in resolving issues or in making recommendations
  • Expertise

  • Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks
  • 100% meets the requirements of production standard in terms of quantity, quality & customer compliance
  • Supervision
  • Determines methods and procedures on new assignments.
  • May be informal team leader
  • Supervision

  • Normally receives little instruction on daily work, general instructions on newly introduced assignments.
  • REQUIREMENTS / QUALIFICATIONS ACADEMIC BACKGROUND

  • Normally requires a High School Degree. Technical Degree is a plus
  • REQUIRED EXPERIENCE

  • Has 1-3 years of related experience
  • LANGUAGES

  • Ideally advanced English proficiency.
  • Ideally
  • 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 RESPONSIBILITIES

    WORK ENVIRONMENT DEMANDS

    While 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.

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