Quality Specialist

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Job Description:

The Quality Team representative is responsible for providing meaningful feedback to GBS sites and acting as a mentor to help improve the customer experience. He / She will measure quality performance through analyzing and auditing all functions of the customer experience and provide written feedback to all levels of GBS site employees. He / She will be considered as process experts and will provide coaching and training to operational management teams.

Job Duties
Analyze customer service calls or emails to identify areas of improvements, trends, and offer suggestions to improve the customer s experience. Perform call/email observations on various UPS Small Package topics, e. g. , time in transit, pick up, tracking, tracing, etc. Recognize trends, disconnects, training gaps and contributing towards actionable insights. Perform internal/external calibration sessions.

Skill Requirement
Excellent written & verbal English communication skill. Exceptional attention to detail. Very good organizational skills, patience, and accuracy. Punctual and strict adherence to work guidelines, e. g. , start time, no unplanned leaves, application usage time, etc. Have a positive attitude and outwardly support UPS. Ability to work in a high-pressure environment. Prerequisites
All confirmed employees who have completed 1 year in the organization and in the current position as on the IJP release date are eligible to apply for the position. Bachelor s Degree Required Minimum 1 or more than 1+ year of International Customer Service or IT Support Experience Preferred 1-3 years of UPS Experience Preferred Behavioral Write Up no write up s (Zero tolerance) in the last 6 months from the date of the IJP. This also includes all internal compliance.