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Service Excellence Analyst
5 meses atrás
As a Service Excellence Analyst, you will be responsible for analyzing and evaluating the quality of our service delivery to members. You'll work alongside the Training, Customer Services and Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision of becoming the world's most trusted company by providing personalized services to individuals.
The main activities will be:
- Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team;
- Working with the allocator to ensure these are delegated and completed on time;
- Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team;
- Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar and reservations, distributing information and sending/ receiving email;
- Assisting with SLAS: including jobs and calls and TTS creations when needed;
- Preparing and providing analytical data and reports to Operations, Client Services, and other support groups within Ten;
- Work with the service delivery teams to put solutions in place;
- Assess the success of changes made through targeted quality audits;
- Where appropriate, lead on projects that improve the service across teams and schemes
Interested? The requirements to apply for the position are:
- Flexibility to work on different shifts to cover all coaching and workload schedules, including late nights and weekends;
- Bachelor's Degree in Tourism or related areas;
- Portuguese (native), English and Spanish (advanced);
- Intermediate Microsoft Office
