* Conducts quarterly KCS Fundamentals/Practices training for the organization as part of the continuous improvement and education strategy * Leads the knowledge article quality monitoring & calibration sessions * Collaborates with the team to guarantee best quality articles are created, reused, and updated on time based on customer demand * Rolls out training to the team for a new process and any updates made on an existing process to ensure alignment * Submits any Salesforce tool improvement request for better user experience * Drives the team's performance by sharing insights to Knowledge Management reports being provided to all stakeholders Show less

* Creates and documents global business processes for all supported Contact Centers (CC) * Conducts CC training for new BPM processes and major updates on existing BPM processes * Leads the process adherence quality audit to ensure compliance to all documented processes * Identifies any business risk due to process adherence * Collaborates with different stakeholders to ensure alignment with all BPM processes * Manages meeting with all stakeholders * Submits recommendations (CXR) to improve overall customer experience * KCS Champion/POC for Manila CC (for over a year) * Completed the KCS v6 Practices Workshop * Completed the KCS Digital Transformation Fundamentals * Completed the Rapid Integration High-Velocity (RIHV) Training Show less

* Serves as point of contact for all quality issues and questions * Establishes formal QA processes, overseeing all aspects of QA, such as using best practices and establishing metrics * Assesses and discusses problems relating to quality, efficiency, and other discrepancies with operations and support counterparts and provide process improvements to address these concerns * Ensures adherence to customer standards and recommends/develops actions plans/process improvements, if necessary to contain and correct quality problems * Prepares reports and interact with clients, operations and support groups regarding quality improvements * Ensures quality of work to the satisfaction of customer (internal/external) * Creates and roll out quality related projects Show less

* Conducts basic and comprehensive support tool related trainings, refreshers and assessments for ICS agents * Coordinates with different stakeholders on support tool related training required * Assesses agent’s skill in using the support related tools by conducting spot audit and mock exam * Reviews and conducts tools training needs analysis * Attends tools-related meetings * Performs tools User Acceptance Test * Responsible in updating the team on new tool releases and issues * Documents current and new processes, update and revise as per needed and seek approval from client * Generates reports specific to the tools * Develops and maintain indicators to gauge the performance of the team * Identifies potential tool issues and develop workarounds * Accepts escalations related to the support tools * Consolidates all support tool issues and monitors resolution plan or progress of fixes * Determines ahead of time the system enhancements needed for agents to better support the changing customer support offerings Show less

* Conducts warranty training for the team * Writes, edits, and maintains user documentation (user manuals, instruction guides, etc.) for the team * Develops effective process documentations * Conducts analysis of current processes and work on continuous process improvement * Implements new business process(es) to the team * Makes the necessary suggestion to better understand the processes * Rolls out warranty refreshers and assessments for the team * Conducts spot audits and mock exams to assess the skill of the agents Show less

* Accepts escalations related to the warranty and other product expertise * Simulates customer's problem to deliver solution within the defined service level agreement * Serves as point of contact for Depot and Warranty Program Manager * Ensures team is competent to date through sustained programs, trainings and exams * Ensures the service level agreement set by the client is met * Calibrates with client and Quality Team regarding monitored transactions, and take necessary actions * Responsible for efficiently monitoring agents' case management * Identifies hot customer issues and develop corrective actions Show less

Provides 1st level customer support