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Support Quality and Operation Improvement Specialist

Customer Support | Hybrid in Hyderabad, India | Full Time

Job Description

Job Purpose:

Reporting to the Training and eLearning Manager, the Support Quality and Operation Improvement Specialist for Customer Support will play a vital role in elevating the customer support operations within our tech company. This role is dedicated to integrating quality management operations and improvements into the customer support department. The specialist will collaborate with various teams to develop training programs, optimize processes, collect and analyze data, and drive internal action plans to elevate the overall quality of customer interactions.

Join our team and contribute to the advancement of our customer support operations by championing quality management practices, data-driven improvements, and innovative training solutions. Your role will be instrumental in creating a more efficient, effective, and customer-centric support experience.


Responsibilities:

Accountability

Identify and Implement Process Enhancements:

  • Collaborate with Support and Customer Success teams to identify high-volume tasks and create content to address those areas.
  • Utilize data from support tickets (Zendesk) to gain insights into workflows and enhance processes and internal Help Center.
  • Manage and facilitate the customer support onboarding learning series.
  • Analyze monthly trends within the Help Centers and propose improvements.
  • Monitor and report on key performance indicators (KPIs) related to Customer Support.

Excellence

Drive Self-Service Adoption:

  • Develop videos and content that encourage staff to utilize the Help Center portal.
  • Ensure that customer-facing teams have the necessary resources to provide effective support.

Success Metrics and Monitoring:

  • Collaborate with the manager to establish success metrics and create a visual dashboard for the team to monitor Customer Support performance.

Quality Management

  • Develop and execute quality management assessments to evaluate the performance of support staff, identifying areas for improvement and training needs.

Collaboration

Alignment and Knowledge Sharing:

  • Collaborate with Product Owners to maintain accurate and up-to-date information in the Help Center.
  • Partner with customer-facing teams to develop articles and training programs aimed at reducing resolution time for customer support.
  • Collaborate with the team to ideate, develop, and deliver operational improvements that enhance the efficiency and effectiveness of customer support processes.

Innovation

Technological Enhancements:

  • Identify opportunities for technological advancements and automation to enhance the efficiency of the Customer Support team.
  • Optimize and expand the Help Center.
  • Enhance Customer Support Onboarding Programs through data-driven content creation.

Humanity

Stakeholder Engagement:

  • Build strong relationships with Cendyn team members through effective communication and active listening.
  • Foster collaboration within the team and across the customer lifecycle.

Continuous Learning:

Encourage a culture of continuous learning within the team.

Requirements:

  • • Minimum of 1 year of experience in corporate training.
  • • Bachelor's degree from an accredited college or university, or equivalent experience.
  • • Exceptional communication and presentation skills, with the ability to engage various levels of management, staff, and external contacts.
  • • Advanced experience with SQL, HTML, API integration concepts, and network skills are Mandatory.

Desired Skills:

  • Familiarity with Learning Management Systems (LMS)
  • Additional experience in Hotel Operations or equivalent services (1+ years).
  • Experience in a CRM or email marketing field, preferably in the hospitality sector (1+ years).
  • Python experience desired but not required.

Competencies

  • Planning and Organizational Skills -Excellent organizational, planning, and proven ability to manage multiple priorities.
  • Decision Making - Excellent decision making and problem-solving skills.
  • Office Tools - Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
  • Analytical and Conceptual Thinking - Ability to interpret and analyze situations, identify solutions, and formulate recommendations.
  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.


Work Timings:

Monday through Friday from 2 PM to 11 PM IST to provide healthy overlap between India team and US team and supporting both to ensure adequate collaboration. This role will be working in Hybrid Mode and will require at least 2 days’ work from office at Hyderabad. Occasional evening and weekend work may be expected in case of job-related emergencies or client needs.


EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.


Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.