Job Description

Publication Date:
Jan 19, 2023

Ref. No:
464577

Location:
Cyberjaya, Selangor Darul Ehsa, MY, 63000

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over \xe2\x82\xac 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Roles & Responsibility :
The Service Improvement Specialist \xe2\x80\x93 Quality Analyst is accountable for all aspects of quality improvement for the Atos Malaysia DWP Organization. The role is also accountable for ensuring agents are adhering to customer processes and the operations are meeting customer\xe2\x80\x99s contractual requirement. This role also require to be involve in transition project in ensuring agents are able to handle the calls/tickets according to contractual requirements.

Experience Requirement :

• Bachelor\'s Degree in Computer Science or equivalent (PG Diploma, equivalent. in IT)
• 3+ years of working experience in a Service Desk Environment
• Recipient of performance recognitions/awards would be added advantage but not a must
• A technical qualification is required
• Customer Service skills are a must
• Internal/External certification(s) in LEAN, Six Sigma or equivalent would be added advantage.
• Excellent Mandarin, Cantonese and English communication Skill is a must
• Experience in auditing calls/chats/emails/ticket monitoring required.

Core responsibility :

• Be accountable and ensure targeted calls/tickets per agent are monitored on a monthly level, as well as to coach the agents based on the findings.
• Document the scorings for all agents into the score sheet and ensure scores entered are based on the element definition handbook.
• Prepare the monthly management report on call/ticket quality for overall service desk with a trending analysis.
• Chair the monthly meeting with Team Leads and Operations Manager on the call/ticket quality performance for each account together with trending and improvement plans.
• To conduct call/ticket quality element training for new hires of Global Service Desk.
• Identify area of improvement and implement service improvement program to constantly improve the service quality of Global Service Desk
• To maintain and to practice efficient housekeeping on Quality Units Knowledge Base
• Maintain good liaison with other delivery groups and teams;
• To participate and execute internal audits as per QMR/ISMR guidance
• Maintain an effective understanding of the customers\xe2\x80\x99 business, business requirements, and IT needs
• To execute customer satisfaction surveys as per the process
• Execute CAR/PAR if any agents failed their call/ticket quality target.
• Execute WASP audits and ensure the document management process is being adhered.
• To conduct training pertaining to call/ticket quality and ISO awareness to agents as required.
• To be involved in new process implementation in order to understand the changing circumstances of Global Service Desk and ensure during audits this has been looked upon.
• Lead and motivate QAs in regards to quality outputs and expectations
• Provide advice to the agents based on the findings of call/ticket quality;
• Ensure effective communication across teams utilizing appropriate material;
• Coach, develop and motivate agents for quality deliverables in regards to calls/tickets handled;
• Perform call shadowing and additional coaching during the take on of new/ incremental business;
• Plan and schedule training as and when required;
• Provide on-the-job training on call/ticket quality and coaching to a team where this is appropriate and needed;

#LI-Malaysia

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.