3708067- P2P Helpdesk Quality Specialist

Job description

Role: P2P Helpdesk Quality Specialist
Employment Type: Regular
Location: Bonifacio Global City, Taguig
Shift: Night, 11pm - 8am

Job Description:
·  The Customer Service Quality Specialist is responsible for assessing the quality of the performance of P2P analyst who deals with internal and external customers. Conducts quality audit of tickets based on the criteria of Google Standard Customer Service policy. This individual will assist in developing, creating and implementing customer service quality, processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience. Consults with the leadership team/management team to resolve quality, process, and efficiency issues. Functions as an information source to all P2P processes when exceptional and critical quality issues occur.
Responsibilities:
·  Performs quality audit for P2P Helpdesk and all process teams, following the designed Quality Audit category, scoring details and guidelines.
·  Prepare reports
·  Quality Audit
·  Prepare monitoring data management system to compile and track performance at team and individual level.
·  Provides trend data, analyzes quality reports for Management review.
·  CSAT results
·  Analyzes team/individual performance
·  Identify customer needs, expectations, identify areas for improvement and report for Management review.
·  Participates in designing monitoring formats and quality standards.
·  Coordinates and facilitates calibration sessions or meetings to process team Leaders and Managers.
·  Provides feedback, actionable data to P2P Process teams as needed
·  Make sure customer service objectives are executed
·  Works on projects supporting customer service area
·  Prepare and execute training, customer service training sessions for new hires and refresher training as needed.
·  P2P first point of contact in customer service area:
·  Provides guidelines to P2Phelp team members
·  Assist in query management issues for complex cases (i.e irate requesters)
·  Maintains documentation including procedures (DTPs) and training materials.
·  If required acts as backup for team leader and/or additional functions as assigned by team leader.
·  Ensures the achievement of customer service targets as defined by supervisor, manager and contractual SLAs

Auto req ID

230801BR
Required Education

Bachelor's Degree
Role ( Job Role )

Fin & Admin Business Analyst
State / Province

NATIONAL CAPITAL REGION (MANILA)
Primary job category

Finance
Company

(0856) IBM Business Services
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GBS
Preferred Education

Bachelor's Degree
City / Township / Village

TAGUIG CITY
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Skills Required:
·  3 years in Customer Service
·  Excellent verbal, written and interpersonal communication skills
·  Outstanding customer service skills and dedication to providing exceptional customer care
·  Must be self-motivator and self-starter
·  Focus on quality and customer service
·  Experience in reporting and with exceptional analytical skills
·  Solid time management skills
·  Must be able to effectively deal with people at all levels
·  Creative ability & writing proficiency
·  Ability to multitask and successfully operate in a fast paced, team environment
·  Must adapt well to change and successfully set and adjust priorities as needed
·  Must be proficient with Microsoft Office (intermediate Word, basic Excel)
·  Familiarity with ticketing systems and their best practices
·  Strong presentation skills, including experience in training others
·  Problem solving skills
·  Bachelor's degree in Business administration

Country/Region

Philippines
Preferred Technical and Professional Experience

None
Secondary Job Category

Business Outsourcing Delivery - Fin & Admin
Eligibility Requirements

None
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

No