Service Excellence Executive

Want create site? Find Free WordPress Themes and plugins.

Key Responsibilities:

  • Design & create performance and statistic reports as required by delivery team.
  • Able to enhance current excel documents & reports by introducing automation and scripts.
  • Be the Single Point of Contact (SPOC) for all Service Management related activities.
  • To provide business-focused management information related to the SLA (Service Level Agreements).
  • Pro-actively liaise with business customers for all works related to data gathering and completion of reports.
  • Gather and thoroughly analyze data, by coordinating with appropriate technical, compliance, business staff and management, and conduct baseline quantitative and qualitative metrics work.
  • Reporting & Statistical Analysis of data mined and gathered from the ticket logging and tracking system.
  • Provide input on process improvements, survey and analyze “best practices”, mentor, and influence, teach and coach individuals and teams in process improvement activities and methodology.
  • Initiate actions to raise customer satisfaction level.
  • Attend/ Conduct review meetings as and when required.
  • Overall Quality supervision to ensure adherence to the client norms. Example: dress-code, general behavior etc.
  • Managing compliments/complaints/escalations/Non-compliance database.
  • Complete audit work papers and memoranda by documenting audit tests and findings.
  • Perform QA activities to measure the current quality level of the operation team.

Mandatory Skills

  • Min 7 years of working experience with Advanced MS Excel functions ( Macro, Scripting , OLEDB , ADO etc )
  • Knowledge in RDBMS based database models
  • Experience in data mining, analysis and reporting using Excel and other spreadsheet processing software
  • Able to work independently and meet tight deadlines
  • Able to adopt with highly dynamic environment
  • Good communication skills
  • Advanced programming skills in VB for Microsoft Office
Did you find apk for android? You can find new Free Android Games and apps.
  • Experience1-2 Years
  • LocationMalaysia