Customer Service Quality Coordinator
Core
Conducting call and ticket quality monitoring, scoring, and reporting for the Cubic One Support Service Desk, while evaluating technician performance and providing feedback.
Role type
Quality Assurance Coordinator (Customer Service)
Builds
Quality assurance processes and performance reports for the Service Desk
Domain
Customer Support Operations / Telephony
Deliverable
dashboards & analysis
Required skills
Call monitoring, ticket scoring, performance reporting, feedback session facilitation, corrective action recommendation, training calibration, Microsoft Office (Word, Excel, PowerPoint), telephony systems knowledge, customer service process understanding
Preferred skills
Fault management experience, automated fare collection or railway industry background, ITIL v4 Foundation certification, training delivery experience
Technologies
Service Now, Microsoft Office Suite
Responsibilities
Monitor, evaluate, and score phone calls and Service Now Tickets; Develop and publish individual and group monitoring performance reports; Conduct individual and group monitoring feedback sessions; Recommend corrective actions for staff and procedural improvements; Contribute to training of monitoring staff and calibration sessions; Gather and report customer feedback from monitoring activities
Seniority
Mid-level, hands-on IC
