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

  • Xerox

Job Description:

Essential Experience

9 months experience within Xerox

Experience of Technical Support & Consumables call handling systems and processes

Advanced IT Skills, including the use of Microsoft Office and Visio

Lean Six Sigma Yellow Belt Certification

Awareness of Quality Standards (eg, ISO) and Industry Best Practices (eg, ITIL)

High level of fluency in English

Process Analyst experience, System Analysis experience

Consistent history of reaching/exceeding quality check results/targets

Proven experience in coaching/mentoring Service Desk agents

Strong problem solving abilities

Demonstrated history of taking initiative in projects/strong independent working skills

Very strong communication skills, both written and spoken

Desirable Experience

Fluency in 2 nd European Language

ISO/Quality Management training/experience

Knowledge of Business Resumption Planning and disaster recovery

Lean Six Sigma Green Belt Certification

ITIL v3 Foundations Certificate

Knowledge of analyzing/acting on data from reports

Skills & Knowledge

Experience of Xerox processes More than one department essential

Experience with Xerox, GDC and in-house Systems as appropriate

Outgoing and able to coach & communicate, with both excellent spoken and written

communication skills

Adaptability to focus on urgent issues/prioritization skills

Able to organize own workload

Excellent listening skills

Able to work under pressure and deal positively with difficult situations

Aptitude for understanding and solving problems

Able to convey sensitivity and a positive approach to both customers and colleagues


Positive mental attitude


Excellent attendance and punctuality record

Committed approach to team work

Able to maintain and project a helpful and courteous attitude in any circumstances

Resilient under pressure and adaptable to unforeseen work demands

Self motivated to learn new skills to progress within the organization

Show skills as a self-starter and self-organizer

Commitment towards taking initiative, being proactive and contribute with a positive

attitude on the floor as well as in desk meetings and team meetings

GCC East - Service Excellence

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

Created by [Ilaria Taglioni] Xerox Internal Use Only


This section refers to those observable behaviours shown by an individual which result in effective performance in

their job

Xerox Core Competencies

Target Level

Client Focus - Demonstrating willingness to identify, understand and give priority to meeting

the needs of the customer


Communication & Influencing - The ability to communicate clearly and effectively with a

wide variety of internal and external people, formally and informally, and where necessary to

gain their agreement and acceptance


Corporate Citizenship - Maintaining and promoting social, ethical, and organisational values

in the working environment and all business activities Placing the needs of the client and the

goals of the organisation above one s own personal interests


Embracing Change - The ability to work flexibly, adapting quickly to change and responding

positively to new ways of working enabling us to thrive on change and constantly improve


Results Focus - The drive and determination to achieve objectives, overcoming obstacles to

deliver results


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

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

Profile Summary:

Employment Type : Full Time
Industry : IT - Software
Salary : Not Disclosed
Deadline : 15th Mar 2020

Key Skills:

Company Profile:


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