Value Added Services Technical Quality Expert

3 Days ago • 5 Years +

About the job

SummaryBy Outscal

A Value Added Services Technical Quality Expert is needed to contribute to new VAS Transformation initiatives. Strong communication and problem-solving skills are crucial, with expertise in E-mail, Case, and Calls coaching, particularly in English, French, and Spanish. Experience in a phone-based remote role is a must.
Value Added Services Technical Quality Expert

Description -

Uses ability as a VAS Quality Expert to contribute to the development of new VAS Transformation  in innovative and effective ways. Expert knowledge on E-Mail, Case and Calls coaching with a primary focus on the English, French and Spanish scope. Initiative and  soft skills  knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. Supervise the activities of other non-exempt employee.

Responsibilities:

  • Monitor the service event through completion for compliance.

  • Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.

  • Leads in projects for process or quality improvements and documents changes.

  • Works with escalated customers and drives actions in post incident reviews.

  • Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.

  • E-Mail ,Case and Calls coaching with a primary focus on the Italian, English and French scope

  • Agents Coaching  including regular 1:1 dedicated for quality metrics reviews and feedback  

  • Handling of complex escalation received in Generic mail box

  • Delivery of Monthly report of quality  improvement 

Education and Experience Required:

  • High school education or equivalent; some college level education preferred.

  • A minimum of 5+ years general experience, or equivalent combination of experience and college level education

Knowledge and Skills:

  • Superior communication skills both written and verbal

  • Understands internal processes and tools

  • Computer proficiency

  • Problem solving skills

  • Accuracy in data entry

  • Excellent fluency in English language  

  • Experience in a phone based remote role

  • Familiarity with computer technology

  • Time management skills

  • Oversee compliance with operating procedures and standards

  • Advanced knowledgeable in call routing and case management processes and obligation systems.

  • Strong understanding of internal processes, tools and usage of such tools in managing daily tasks

  • Organizational skills to manage workflow and tasks

  • Process analysis and documentation

  • Ability to mentor and train new agents

  • Ability to participate or lead in projects for process or quality improvements

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Tunisia)

Travel -

Relocation -

Equal Opportunity Employer (EEO)

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

About The Company

Our vision is to create a world where innovation drives extraordinary contributions to humanity. This vision guides everything we do, how we do it, and why we do it.

Our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire our vision and we are doing everything in our power across climate action, human rights, and digital equity to make it so.

We believe thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.

Catalonia, Spain (On-Site)

Catalonia, Spain (On-Site)

Lombardy, Italy (On-Site)

State Of Rio Grande Do Sul, Brazil (On-Site)

Singapore, Singapore (On-Site)

Karnataka, India (On-Site)

Karnataka, India (On-Site)

View All Jobs

Similar Skill Jobs

Salesforce - Sr. People Specialist

County Dublin, Ireland (On-Site)

ByteDance - Music Product Counsel - Global Legal

Washington, United States (On-Site)

ByteDance - Global Recruitment Coordinator - Japanese Speaking (Third-party Contractor)

Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

ByteDance - Corporate Services - Internal Communications Manager

Dubai, United Arab Emirates (On-Site)

ByteDance - Global Recruitment Coordinator (Third-party Contractor)

Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

Jobs in Ariana, Ariana Governorate, Tunisia

PwC - Associate

Tunis Governorate, Tunisia (On-Site)

Legal Jobs

DraftKings - Senior Director, Federal Government Affairs

District Of Columbia, United States (On-Site)

ByteDance - Chief of Staff (Philippines E-commerce)

Metro Manila, Philippines (On-Site)

ByteDance - Compliance Internal Audit Leader- Payments

California, United States (Hybrid)

ByteDance - Compliance Internal Auditor Lead - Payments

New York, United States (Hybrid)

ByteDance - Compliance Internal Auditor Lead - Payments

Washington, United States (Hybrid)

ByteDance - Music Product Counsel - Global Legal

Washington, United States (On-Site)

ByteDance - Money Laundering Reporting Officer - Global Payment

State Of São Paulo, Brazil (On-Site)

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug