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Company Name : Unisys
Location : Hyderabad, Telangana
Position : Quality Coach
Job Description : We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs . Simply put, we believe in better lives. Join us!
Learn more about Unisys and our key solution offerings: Unisys , Stealth™ , CloudForte® , InteliServe™
What success looks like in this role:
You will be successful in this role if you have:
The Quality Coach will act as a Subject Matter Expert with respect to communication and technical knowledge for the analysts in MSC. Support the operations on any issues or concerns related to communication and technical. Monitor calls and gives feedback to agents and in turn help the program to improve. The Quality Coach will be responsible for compliance of processes and procedures in the Quality team. They will be responsible for identifying training needs and identifying improvement needs in processes, procedures and utilization. The Quality Coach will work closely with Supervisors in the development and implementation and support of operational policies and procedures.
Deliver consistent call coaching/s. Ensure that all agents in the team are coached
Ensure effective feedback to all the agents in a timely manner, encouraging improvement for the agent
Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket A
Conduct training for Bucket C agents once every month
Serve as Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLA’s
Provide effective queue specific trainings as directed by management
Conduct audits, random monitoring identifying training needs and bringing them to management notice
Excellent verbal and written communication in English
Basic Knowledge of Networking, Windows Operating System and MS Office
Usable knowledge of Microsoft Excel and Outlook software programs
Working knowledge of MS Excel and Ticketing Tools
Must be comfortable in a technical environment
Willingness and ability to work in shifts (24 x 7).
Multitasking and coordination skills
Prior experience in technical support will be an added advantage
Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
Communication skills – written and verbal
Ability to work in a pressurized environment and able to deliver against a tight timescale.
Act independently and be self-motivated
Excellent Problem Solving and Customer Service Skills
Drive for results
Attention to Detail
This post is listed Under Hyderabad jobs
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