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Service & Quality Specialist
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Wage (gross)
Minimum base salary for this job from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.*
Minimum base salary for this job from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.*
Information about the position
Job description, responsibilities and duties
About the role
• Support the transition of new services or changes to services into the ContactOne Service Desk (C1SD) to ensure operational readiness with clearly defined handshakes, procedures, communication, knowledge base articles and tooling.
• Perform knowledge management and trainings for the C1SD services to ensure Agents have the required knowledge available to provide a high service quality.
• Define global processes and procedures, keep them up to date and continuously improve them.
• Run quality management reports to ensure service quality is met, to ensure adequate feedback to C1SD managers for agents as well as to trigger improvement initiatives.
• Participate and represent the C1SD in project and ContactOne transition meetings for service transitions
• Ensure Service Desk support requirements are met by representing Service Desk in external projects and C1 Transition process where the Service Desk is a stakeholder.
• Perform impact and risk analyses of service transitions from a C1SD perspective
• Create and maintain Knowledge Base articles as well as other Knowledge Management objects for new services as required.
• Collate and distribute operational information to the C1SD.
• Identify Service Desk improvements opportunities; define and execute action plans for improvements.
• Inform Service Desk management on Quality and performance results.
About the team
ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all Swiss Re's group operational services (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).The Service Desk is a global organisation based in 5 locations around the globe.
The C1SD Service and Quality Management team has the mandate to ensure globally standardised processes, services, instructions, knowledge sources, trainings and quality management within the service desk in order to support the operational service desk teams and improve our service quality overall.
• Support the transition of new services or changes to services into the ContactOne Service Desk (C1SD) to ensure operational readiness with clearly defined handshakes, procedures, communication, knowledge base articles and tooling.
• Perform knowledge management and trainings for the C1SD services to ensure Agents have the required knowledge available to provide a high service quality.
• Define global processes and procedures, keep them up to date and continuously improve them.
• Run quality management reports to ensure service quality is met, to ensure adequate feedback to C1SD managers for agents as well as to trigger improvement initiatives.
• Participate and represent the C1SD in project and ContactOne transition meetings for service transitions
• Ensure Service Desk support requirements are met by representing Service Desk in external projects and C1 Transition process where the Service Desk is a stakeholder.
• Perform impact and risk analyses of service transitions from a C1SD perspective
• Create and maintain Knowledge Base articles as well as other Knowledge Management objects for new services as required.
• Collate and distribute operational information to the C1SD.
• Identify Service Desk improvements opportunities; define and execute action plans for improvements.
• Inform Service Desk management on Quality and performance results.
About the team
ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all Swiss Re's group operational services (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).The Service Desk is a global organisation based in 5 locations around the globe.
The C1SD Service and Quality Management team has the mandate to ensure globally standardised processes, services, instructions, knowledge sources, trainings and quality management within the service desk in order to support the operational service desk teams and improve our service quality overall.
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Personality requirements and skills
About You
• Degree in Business Administration, Process management, Engineering, IT or comparable education/degree
• 3+ years of experience in Service Desk Operations
• Profound communication, influencing and negotiation skills
• Train the trainer certification, facilitation skills for training agents on procedures and tools
• Documentation and presentation skills
• Strong analytical and agile thinking skills
• Good Knowledge of Information Technology Infrastructure Library framework
• Team player with ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders including also senior staff members.
• Excellent command of English, any other language is a plus
We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.
*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.
• Degree in Business Administration, Process management, Engineering, IT or comparable education/degree
• 3+ years of experience in Service Desk Operations
• Profound communication, influencing and negotiation skills
• Train the trainer certification, facilitation skills for training agents on procedures and tools
• Documentation and presentation skills
• Strong analytical and agile thinking skills
• Good Knowledge of Information Technology Infrastructure Library framework
• Team player with ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders including also senior staff members.
• Excellent command of English, any other language is a plus
We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.
*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.
Advertiser
Brief description of the company
As the world's leading and most diversified global reinsurer, we offer as our core business financial services products that enable risk taking essential to enterprise and progress. Our company was founded in Zurich, Switzerland in 1863, and operates in more than 25 countries and provides its expertise and services to clients throughout the world. We combine financial strengths with experience, knowledge and creative thought to explore new opportunities in the interests of our clients, staff and shareholders.
Number of employees
1700 and more employees
Company address
Contact
Contact person: Lucia Vargova
ID: 3391253
Dátum zverejnenia: 30.8.2018
2018-08-30
lokalita: Bratislava Pozícia: Customer Support Specialist, Quality Inspector Spoločnosť: Swiss Re
Základná zložka mzdy (brutto) a ďalšie odmeny: Minimum base salary for this job from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.*