Service Quality • Conduct quality & compliance checks for tickets & calls • Responsible for coaching the support team(s) to meet the required KPIs • Conduct monthly quality calibration with leads / managers • Produce & chair monthly Compliance Report to Service Delivery Team & stakeholders
Report Analyst • Extract raw data for daily, weekly, monthly and ad-hoc for service desk KPIs / SLAs report. • Perform data hygiene & transfer data into specific templates by required datelines. • Upload report into designated document management systems • Highlight data / SLA misses to service desk leads / managers for further investigation Job Requirements: • Minimum - Diploma in IT / Computer Engineering • Minimum – 2 year experience in 24by7 IT helpdesk with Quality Assurance & Reporting experience. • Be able to perform in a fast paced environment • Able to work independently • Intermediate experience with MS Excel & Word • Excellent interpersonal, communication & coaching skills is a must. • Fast & accurate data entry skills • Certification in ITIL would be an added advantage • Immediate available is ideal • Malaysians Only - due to job location (Johor Bahru – ISK Sunway)
Nityo Infotech Corporation is a global provider of IT services and end-to-end solutions designed to help clients improve their competitiveness and efficiency. Nityo Infotech has operations in 11 countries with 16 offices across globe includes US, Europe and Asia. Its portfolio of solutions and services includes outsourcing, system integration, Application Software development, IT consulting and Quality Assurance & Training. Nityo provides services to several clients located across the world, including many Fortune 1000 and Global 2000 companies, in the commercial, industrial and government sectors - across key vertical markets, like financial services, Manufacturing & Semiconductor, life sciences and healthcare, telecommunications and utilities, Top notch System Integrators, and independent software vendors. Nityo is a SAP Service Partner & also has created Center of excellencefor PeopleSoft technologies in their offshore devolpment centers in Singapore & India. Visit us @ www.nityo.com to know more about us.....
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases