Manpower Group
Quality Monitoring Specialist (Finance)
Making an Impact
• Provide Quality Monitoring for Level 1 & Level 2 Analyst of phone, chat and ticket updates
• Deliver Quarterly Calibration calls for SDM's to review and ensure that the level of expertise is growing in supporting our team members
• Provide Quality Monitoring for AMS and Infrastructure Team members that are not part of Level 1 or 2 in ticketing reviews
• Develop and maintain all QM processes and alert all team members to changes and updates to expectations through this process
• Deliver weekly, monthly, quarterly and yearly results on QM activities and outcomes
Sharing Expertise
• Create and present recommendations to improve customer service provided by phone, chat and in the ticketing process.
Gaining Exposure
• Interface with SMD's and provide results and improvements that are expected to achieve IT objectives.
Your Typical Day
• Ensure all documentation tasks are maintained and kept up to date
• Perform monitoring of support at all stages to do root-cause analysis and ensure the highest possible quality standards and resolution.
ManpowerGroup is an EOE/AA/Vets/Disabled Employer.
Qualifications:
Required
• Bachelor's degree
• 2+ years quality monitoring experience