• Customer Care Associate IV, Quality Jobs in Bangalore,India

  • Xerox India Ltd

Job Description:

Customer Care Associate IV, Quality ( Job Number 19003503 )


GCC East - Service Excellence

Date [03/06/2016] Role Profile [Process & Quality Analyst]

Created by [Ilaria Taglioni] Xerox Internal Use Only


ROLE TITLE Process & Quality Analyst


Global Contact Center East


Service Excellence Process & Quality


Process & Quality Team Leader


The Process & Quality Analyst is responsible for encouraging simplified and streamlined call

and issue handling within the GCC teams The Job holder will be accountable for supporting

and developing Process & System knowledge and associated call handling skills for Service

Desk agents, ultimately resulting in increased customer and employee satisfaction

(KPI Timely and quality incident management achieved on Service Desk)


The Process & Quality Analyst will mainly support the Service Desk Teams supporting

EPS, XPS/XPPS and Base Business, as well as other team in the GCC and Client

Delivery organisation

Internal relationships include GCC East teams, MPS Client Delivery Teams, XPS

XPPS Operations Teams

External relationships include equivalent Process & Quality teams in GCC West and

Xerox Europe Shared Services teams


To ensure timely communication of new and revised GCC processes to nominated


To act as central point of contact for all process improvement requests from GCC and

Client Delivery and be responsible for obtaining the required Xerox approvals in a

timely manner

Work with GCC and Client Delivery to identify process improvements and agree an

audit timetable to regularly check on correct and consistent application of agreed

processes across the Service Desk teams

To maintain up to date process book for the Service Desk operations which is strictly

controlled via a strong change control mechanism

This person will also be required to work very closely with the GTOD team to ensure

successful delivery of new XSM releases and associated processes

Key Role Tasks and Activities

Facilitate the improvement of business procedures and practices (Best Practices


Streamline Account Specific processes and ensure all exceptions are documented

Teamwork & Collaboration - Displays enthusiasm and contributes to an effective team

environment; demonstrates willingness to work cooperatively with others to deliver excellent

customer service or to achieve a shared goal


Role Specific Competencies

Target Level

Creativity & Innovation - The ability to challenge current ways of doing things (conventional

practices),adapt established methods to new situations, pursue ongoing process

improvements, create and evaluate newsolutions and ideas


Information Gathering & Reporting - The ability to obtain and effectively use information,

including theability to identify the information needed, seek the information from a variety of

sources, and skilfullyextract and report the information for business benefit


Problem Solving - The ability to analyze issues and to find resolution to problems by using a

rational,systematic approach


Relationship Management - Build and maintain effective relationships with clients, partners,

peers,supervisors, subordinates and other internal company staff


14e Quality Management - Ensure Escalation processes are consistently defined, deployed

and measured foreffectiveness and that appropriate governance is followed to provide high

quality products and services


14g Demand Management - Collect and prioritize user requests for functional enhancements

and bug fixes,together with expectations management Analyze work intake and demand




This document is intended to provide a guideline to the job holder It is not a definitive description of the role and does not form

part of the employees contract of employment Employees may be assigned duties either additional to or instead of those set

out in this document and the job holder is subject to changes in line with the needs of the business


Candidate Education
Specialized courses from recognized universities with 2/3 years of academic years (Example recognized certification, diploma etc)

Candidate Background
Minimum The role holder will have extensive experience and expert skills and experience in a variety of roles
Minimum Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
Minimum Versatility, flexibility, and a willingness to work enthusiastically within an environment of changing priorities
Minimum Excellent organization and time management skills
Minimum Experience using computer applications used in performance of role
Minimum Excellent systems literacy knowledge MS Office, Excel, Word, Internet, Web Conferencing

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenterxeroxcom Be sure to include your name, the job you are interested in, and the accommodation you are seeking

Primary Location India

Other Locations India-Karnataka-Bangalore

Travel No

Employee Status Regular

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Consumer Durables/FMCG, Manufacturing/Industrial
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 18th Mar 2020

Key Skills:

Company Profile:

Xerox India Ltdarfix

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