Quality Support Specialist

Looking for a job in a Quality Audit role Like to assign yourself...

-Conduct ticket audits against the defined process & quality parameters; based on the sampling criteria set.
-Achieve weekly/monthly CTQ audit coverage and analysis targets.
-Track dispatch bucketization basis RYG & plan on the MOM performance improvement for the R & Y bucket.
-Prepare weekly/monthly audit analysis or dashboards.
-Discuss audit findings and improvement areas with region team leads and SDMs.
-Deliver coaching sessions/team briefings basis the audit findings.
-Flag non-compliance issues and recommend corrective measures.
-Coach agents on process gaps and recommend targeted improvements.
-Communicate findings clearly and constructively via audit feedback & huddles.
-Conduct escalation RCAs and analyze negative customer sentiment.
-Suggest process improvements and compliance measures to enhance service quality.

Hemmersbach delivers IT services exclusively for the leading companies in the IT industry: IT hardware manufacturers, global system integrators, Device as a Service providers and data center operators. Across 190+ countries, our 5,000+ colleagues work on our customers behalf, with one mission: to enthuse them. Our can-do attitude and spirit of mutual support have made us Great Place To Work Certified in multiple countries worldwide. As The Social Purpose IT Company, we give at least 20% of our profits to Hemmersbach Rhino Force and Hemmersbach Kids Family.

• Onboarding program
• Buddy program