Xerox Customer Care Associate IV, Quality in Malaysia
Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.
Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents. Learn more at www.xerox.com.
Purpose: • Responsible for responding to customer inquiries and complaints regarding Xerox's records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
• Responsible for activities involving quality assurance and compliance with applicable regulatory requirements. • The purpose of this role is to monitor customer service interactions as well as representative adherence to policy / practice as input for training purposes. Role works independently exercising appropriate business judgment and problem solving skills.
Scope: General: • Senior level job with extensive work experience • Has developed expertise in a variety of work processes through job-related training • Generates new and innovative solutions to complex problems, and proposes improvements to processes • Analyzes complex technical problems and delivers solutions where precedent may not exist • Works autonomously within established procedures and practices • May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules • A portion of time is normally spent performing individual tasks relation to the unit or sub-unit • Will have specialized external certification (technical roles)
Primary Responsibilities: • Conducts audits and reviews/analyzes data and documentation • Uses the organization's resources to enhance customer satisfaction • Evaluates improvements to various systems • Ensures that data and information are sufficiently accurate and reliable • Participates in design of call monitoring formats and quality standards • Performs call monitoring and provides trend data to site management team. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Monitors email customer contacts. • Participates in customer and client listening programs to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call center staff. • Provides feedback to call center team leaders and managers. • Prepares and analyzes internal and external quality reports for management staff review. • All other duties as assigned
Candidate Education: Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent Preferred Associate Degree / College Diploma /Cegep / A Levels
Candidate Background: Minimum The role holder will have extensive experience and expert skills and experience in a variety of roles Minimum Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities Minimum Versatility, flexibility, and a willingness to work enthusiastically within an environment of changing priorities Minimum Excellent organization and time management skills. Minimum Experience using computer applications used in performance of role Minimum Excellent systems literacy knowledge – MS Office, Excel, Word, Internet, Web Conferencing
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to email@example.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Job: Customer Care
Organization: Customer Care-X000000144
Title: Customer Care Associate IV, Quality
Requisition ID: 16027692