Service Quality Specialist I

Location BANGALORE INDIA

Hours Needed M-F, 11:00AM - 8:00PM

Requisition Number 17486

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JOB DESCRIPTIONTitle: Service Quality Specialist ILocation: India

Service Quality Specialists are responsible for monitoring, auditing, and proposing corrective or preventive measures for a process. They develop and implement service quality assurance policies and procedures, as well as conduct routine inspections and tests of customer-facing teams, in order to promote exceptional customer experience.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Monitor day-to-day operations to ensure that customer facing stakeholders adhere to process standards.

• Review voice of customers feedback (VOC) received internally and externally, recommend updates, and document feedback on a regular basis.

• Recommend, implement and monitor preventive & corrective actions to ensure that service quality standards are achieved.

• Positively promote benefits and values of process changes to the organization.

• Prepare quality-based reports as required and assist in the ongoing improvement of all processes and activities of customer facing personal.

• Identify and implement process improvement/enhancement ideas, in collaboration with key stake holders (service operations and training teams).

• Regularly monitor the Customer Service teams, share feedback, and develop short-term/long-term coaching action plans.

• Create a healthy and motivating work environment and atmosphere.

• Be self-motivated and goal-oriented.

• Deep understanding of service quality auditing, its main concepts, and processes.

• Ability to work in agile environment.

SKILLS & CERTIFICATIONS

• Exhibit strong interpersonal skills with the ability to effectively interact with individuals and groups.

• Experience with Excel and/or other database tools.

• Exhibits desire to promote continual improvement in processes and people.

• Analytical thinking and problem-solving skills.

• Demonstrate effective Change Management skills.

• Ability to prioritize, multitask, and recognize the importance of deadlines.

• Proven literacy in Microsoft Office, including Outlook, Excel, and Word.

• Works with little supervision and makes independent decisions.

• Proven ability to work in a team environment with people of various personalities.

• The ability to relate well, reach consensus, and demonstrate respect and consideration for others.

• A strong sense of teamwork.

• Must be able to work within broadly defined policies and meet stated goals.

• Must be extremely curious and a quick learner.

REQUIREMENTS

• Any bachelor’s degree

• Responsible for improving customer experiences by resolving with the customer directly and/or identifying opportunities for process improvement and coaching stakeholders to proper outcomes.

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Mouser Electronics endeavors to make its Career page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (817) 804-3850 or hr@mouser.com . This contact information is for accommodation requests only and cannot be used to apply for positions or to inquire about the status of applications.

Mouser is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click HERE (https://www.mouser.com/pdfdocs/eeo-policy-statement.pdf) . If you would like more information on your EEO rights under the law, please click HERE (https://www.mouser.com/pdfdocs/eeo-poster.pdf) .