Diebold Nixdorf Inc (Diebold) is a provider of software, hardware and information technology services for financial institutions and retailers.
Diebold Nixdorf seeking fresher graduates for the role of Software Engineer Associate Service Quality Specialist.
Job Designation : Associate Service Quality Specialist
Qualification : Bachelor’s degree
Experience : Freshers
Skill Set :
- Good knowledge of programming languages C,C++, Java,Python, etc.
- Familiar with Software Development and testing concepts.
- Strong Programming and Problem-solving skills.
- Good time management and organizational skills.
- The ability to keep current with the constantly changing technology industry.
- Excellent verbal and written communication skills.
Job Description:
Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as ‘floorwalker’ to give immediate assistance to customer service associates regarding customer inquiries.
- Gains familiarity with Service Quality concepts, practices and methodologies.
- Learns to perform Service Quality Specialist duties, including: Monitoring performance and quality metrics ( For Example, call calibration, agent performance, customer feedback).
- Using various customer satisfaction and call monitoring measurement tools.
- Updating and monitoring the tools and systems used to capture Customer Satisfaction and call logs.
- Developing Service Quality summary reports for key stakeholder teams.
- Following up with internal stakeholders on process improvement and training-related matters.
- Learns Service Quality Analysis policies and guidelines.
- Learns how Service Quality supports and integrates with other DN departments and with third-party vendors / suppliers.
- Proactively learns team roles and priorities.
Location : Hyderabad, Telangana, India
