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Quality and Training Coordinator

Date: 23-Nov-2021

Location: Taguig City, Philippines

Company: Canon

Purpose

  • Through quality and training improvements, you will help promote a strong culture of customer service and satisfaction within Managed Services which in turn will help instil a happy, positive, productive, motivated and ‘client-empathetic’ culture which will permeate to our clients.  Harbour IT takes a strong view that if our support staff are well trained and happy, this will translate into much better experiences for our customers.  As well as in working closely with staff, we are looking for this role to achieve and improve strong productivity improvements across the Teams.
  • High Customer Service levels means ensuring that our Managed Services staff are processing their Tickets efficiently and effectively, that they are equipped and confident in what they are doing and that individual and team KPI’s are met and exceeded upon.
  • High quality Customer support is the outcome of providing initial and ongoing high quality Learning and Development programs; Consistent Customer support comes out of adhering to a set of formal Learning Processes and Procedures, within each team, to ensure our ‘Customer touches’ are handled in a similarly consistent manner, giving Customers the comfort and confidence they seek in us.
  • Training also needs to facilitate the quick up-skilling of staff to meet the expectation of providing high service levels as soon as possible.

 

Essential duties

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  1. To monitor and review the quality of staff ticket and call handling to identify learning requirements:
    • Review logged jobs for no recent updates or progress
    • Review logged jobs for high quality case notes.
    • Review logged jobs for proper call category, service call type, severity, urgency and solution.
    • Review logged jobs for breaching SLA within 24 hours or similar
    • Monitor that customers are updated daily on the progress of issues and requests.
    • Review logged jobs for proper escalation procedure.
    • Ensure correct troubleshooting procedures.
    • Ensure ‘Knowledge Base’ (KB) articles are written correctly by staff.
    • Review Customer Satisfaction survey results for further training/process improvement.
    • Compile, report and present results to the various Team Managers along with recommendations.
  2. Compile and record KPI reporting requirements and present to the various Team Managers.
  3. Own and manage existing training documentation, induction materials, policies, processes and procedures and to understand current training systems.
  4. To assess the training material and then complement it with original thought and content; to fill any obvious training gaps.
  5. To implement new learning programs for Managed Service teams and individuals and to:
    • Conduct regular learning and development sessions for new starter and refresher training for existing staff
    • Arrange and/or perform all training (ticketing system, remote access systems, monitoring systems, etc.).
    • Perform expectation and usage training on all systems, e.g., how to best handle calls, write knowledge base (KB) articles, best manage tickets, etc. Ensuring all outstanding calls / issues are resolved or escalated

 

Performance measures

  1. Delivery of a monthly Scorecard of Ticket Quality and Ticket Management for Infrastructure Support and IT Operations staff
    1. Having reviewed 5 open tickets and 5 closed tickets in Service Now for each technical staff
    2. Looking at adherence to ticket quality and ticket management processes (Initial response time, update time, resolution time and quality of ticket progression taking into account breaches and communications; ensuring Activity Notes are updated daily and within SLA)
    3. Ensure proper Solution and Call Category is marked in case notes
  2. Quarterly one-on-one coaching for Infrastructure Support and IT Operations staff to discuss if their KPI Targets are Met, their Areas for Improvement, their Learning & Training Goals, their Feedback and Suggestions on ticket quality and ticket management processes, etc.
  3. To implement new learning programs for Managed Services teams and individuals and to:
    • Conduct regular learning and development sessions for new starter and refresher training for existing staff
    • Arrange and/or perform all training (ticketing system, remote access systems, monitoring systems, etc.)
    • Perform expectation and usage training on all systems, e.g., how to best handle calls, write knowledge base (KB) articles, best manage tickets, etc.
    • Provide a Personal Development Plan for Infrastructure Support and IT Operations staff
  4. Monthly review of Customer Satisfaction survey results for further training/process improvement

 

Qualifications

  1. Customer service aptitude and skills
  2. Passionate about equipping staff to perform and progress
  3. Possess at least a Diploma or relevant Bachelor's/College Degree (desirable but not essential)
  4. Excellent oral & written communication skills in English. Confidence in speaking to English-speaking clients in their language.
  5. Effective communication in a variety of settings and ability to assimilate complex instructions easily
  6. Comfortable in taking on leadership whilst being capable of following instructions when necessary

Experience and capabilities

  1. Knowledgeable in ITIL concepts, ITIL Foundation Certification required
  2. IT Managed Services industry experience welcomed
  3. Excellent presentation skills
  4. Strong trainer attributes
  5. Strong people skills
  6. Strong positive, can-do attitude
  7. Experience in writing and presenting training materials