Service Desk QA Team Lead

A close affiliate of Doosan Bobcat, Doosan Digital Innovation America, LLC (DDIA) is the primary provider of managed IT services to the world-famous Bobcat Company.  Beyond Bobcat, DDIA provides IT services to a wide variety of Doosan affiliates all over the world.

Location : West Fargo, ND

Job Information

Location - West Fargo, ND

The Service Desk QA Team Lead will oversee contact center quality assurance/training programs.  Assist in establishing standards governing customer interactions and implementing monitoring programs.  Monitor and assess the quality of customer interactions across contact center channels including chat, phone, and electronic forms.  Provide training and onboarding to new and existing team members in the areas of customer service, quality, and knowledge processes.

Role & Responsibility

PRINCIPLE RESPONSIBILITIES:
•    Training and Onboarding Contact Center agents
•    Monitoring and assessing agent performance
•    Providing proactive coaching and feedback to agents
•    Assist in designing evaluation Quality Programs
•    Assist in implementing agent training and Coaching Packages
•    Providing customer feedback and compliance to Team Leads and Managers
 

Job Requirement

FORMAL EDUCATION REQUIREMENT:
Bachelor’s degree in a Business, Communications, or related field or comparable work experience in Customer Service, Training, Quality or Service/Help Desk environments.

EXPERIENCE, KNOWLEDGE & SKILLS:
•    Proficient in Salesforce and ServiceNow processes for Requests & Incident fulfillment
•    Proficient in Knowledge Centered Support or other formal Knowledge Management methodology
•    Strong oral and written communication skills
•    Able to work in a group environment and collaborate on issues
•    Training or Quality Control experience in a Customer Service or Service/Help Desk experience preferred
•    Minimum Experience:  2-5 years 
•    Travel Standard : < 10%

Location - West Fargo, ND
 

Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-241-8700.

Doosan Digital Innovation America, LLC is interested in every qualified candidate who is eligible to work in the United States. However, we will not provide sponsorship or support for any immigration status for this position.

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