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Quality Coach / Manager EPAY Systems

3.00 to 5.00 Years   Noida   11 Dec, 2019
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Job Description American EPAY Services Pvt. Ltd. , a growing SaaS provider of human capital management solutions , is seeking an exceptional Quality Manager with a strong customer service aptitude to work at our Greater Noida office. This is an exciting and unique opportunity for a quality professional to join a highly entrepreneurial , collaborative organization that is looking to become a leader in the Human Capital Management (HCM) space.As a Quality Manager , you will work closely with the company s Service Delivery leadership group.You will be responsible for quality review of all service transactions to ensure accurate information is provided professionally , courteously and consistently to our customers.This is an excellent opening for a quality assurance expert to audit HCM service transactions to be compliant with US corporate policies , procedures and applicable regulatory guidelines. This position reports to the Service Delivery Manager of the EPAY Customer Care Team.The ideal candidate should have customer support experience with HCM or HRIS systems , including time and attendance software and hardware , and strong analytical and project management skills to build an effective learning and development plan for members of the Service Delivery team.DutiesPerform quality reviews for the members of the Service Delivery team within specific parameters to ensure quality service goals and standards are met and identify areas where improvement can be achieved.Audit various types of transactions (calls , emails and chat logs) observing performance , techniques , and application of guidelines and procedures.Ensure that the Service Delivery team is providing up - to - date information , following current processes , and communicating effectively with our customers.Provide coaching , advice and guidance based on audit findings , and deliver performance feedback to individuals on uniform application of guidelines and procedures.Coordinate with department team leaders and managers to ensure appropriate number of audits are performed for each individual in their team.Summarize findings and recommendations in a weekly or monthly report format and forward them to team managers for use in performance assessments and promotional decisions.Identify adverse performance trends and patterns.Mentor newly hired representatives to ensure a smooth transition from learning environment to daily production environment and occasionally provide formal training.Provide input and assist with the development of additional training or procedure changes that may be required to enhance service productivity.Assist with customer transactions during periods of excessive call and other duties as assigned by management.Maintain a comprehensive working knowledge of polices , procedure and benefits across all product lines.Desired Skills & ExperienceA self - motivated individual with a bachelor s degree in any field.Excellent written and verbal communication skills with technical background.Must have 3 - 5 years of experience in quality domain of a company offering helpdesk services around its hardware / software applications and solutions to its customers.Ability to proficiently use all MS Office products.Training development experience with proven success in coaching and mentoring is a pluspany DescriptionAs a high - growth , pre - IPO Company , EPAY Systems offers a competitive salary and career growth potential in addition toChallenging , fun and rewarding work environmentPerformance bonusesMajor medical , accidental and life insuranceBusiness casual dress attireFree gourmet coffee , tea in break roomBreakfast / lunch caf and restaurant located on premiseConveniently located directly off of LG plant near Pari Chowk in Greater NoidaFree garage & open parkingHiring Process Telephonic ScreeningAptitude TestFace to Face Interview,

Keyskills :
coaching accounts aspect auditing billing humancapitalmanagement msoffice customercare humancapital qualityreviews customerservice servicedelivery dailyproduction qualityassurance ustomersupp managem

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