Knowledge Management and Quality Expert for Customer Service Excellence

hace 2 días


San Pedro Garza García, Nuevo León, México Johnson Controls A tiempo completo
Job Summary:

Act as a Knowledge Management and Quality Specialist for the Customer Service Center of Excellence, responsible for setting up learning programs, running quality assurance processes, and ensuring high service quality for main stakeholders.

Main Responsibilities:

• Conduct comprehensive needs assessments for PBU Customer Service Teams to identify skill gaps and development opportunities.

• Design skill assessments and competency models based on field operations positions to ensure alignment with business objectives.

• Develop career path development programs based on competency models and skill assessments to support employee growth and advancement.

• Identify customized learning needs and work with internal teams to produce learning elements that meet the requirements of the role.

• Curate and create content, manage knowledge bases, and deliver training programs in Spanish and English to cater to diverse audience needs.

• Assist in implementing metrics and evaluation protocols for learning results to measure effectiveness and impact.

• Serve as liaison between Customer Service CoE and JCI Enterprise Learning initiatives to facilitate collaboration and knowledge sharing.

Quality Assurance:

• Create and implement quality assurance processes and procedures, SOPs, and training documentation to ensure compliance and best practices.

• Conduct multi-channel contact audits to detect improvement opportunities and optimize customer service delivery.

• Conduct quality calibration sessions to improve CoE service delivery and ensure consistency across teams.

• Support the CoE Service Recognition program to recognize and reward outstanding performance and contributions.

• Coach CSRs and conduct one-on-one sessions when needed to provide guidance and support for development and improvement.

• Manage QA KPIs to track progress and identify areas for improvement.

Requirements:

• Bachelor's degree or equivalent experience preferred.

• Previous experience working in similar positions is desirable.

• Fluency in English (C1 level) is required for effective communication and collaboration.

• Proficiency in managing data bases on Excel format is necessary for data analysis and reporting.

• Strong writing and communication skills are essential for creating engaging content and delivering effective presentations.

Estimated Salary Range:
$65,000 - $85,000 per annum, depending on location and experience.

Benefits:

• Opportunity to work with a talented team in a dynamic and collaborative environment.

• Professional growth and development through training, mentorship, and career advancement opportunities.

• Flexible work environment with remote work options to balance work-life flexibility.

  • San Pedro Garza García, Nuevo León, México Johnson Controls A tiempo completo

    At Johnson Controls, we are seeking a highly skilled Knowledge Management and Quality Specialist to join our team. This is an exciting opportunity for someone who wants to make a real impact in the field of customer service.This role involves acting as the Knowledge Management and Quality Specialist for our newly established Customer Service Center of...


  • San Pedro Garza García, Nuevo León, México Johnson Controls A tiempo completo

    Job Summary:We are seeking a highly skilled Knowledge Management and Quality Specialist to join our team at Johnson Controls. The successful candidate will be responsible for designing, deploying, and maintaining curriculum that is aligned to the specific needs of our Customer Service Center of Excellence for the Global Products area.Key...


  • San Pedro Garza García, Nuevo León, México Johnson Controls, Inc. A tiempo completo

    Job SummaryJohnson Controls, Inc. is seeking a highly skilled Knowledge Management and Quality Specialist to join our team. The successful candidate will be responsible for setting up learning programs for new and current CoE members and running Quality Assurance processes to ensure the highest service quality is delivered to main stakeholders.Key...


  • San Pedro Garza García, Nuevo León, México Sap Se A tiempo completo

    Job SummarySAP Basis and Performance Expert for Enhanced Operations ServiceWe are seeking a highly skilled SAP Basis and Performance Expert to join our team in Enhanced Operations Service. As a key member of our team, you will be responsible for ensuring day-to-day quality service delivery and achieving various service KPI and SLA's. You will also be...


  • San Pedro Garza García, Nuevo León, México Sap Se A tiempo completo

    Job SummarySAP Basis and Performance Expert for Enhanced Operations ServiceAbout the RoleAs a SAP Basis and Performance Expert for Enhanced Operations Service, you will play a pivotal role in safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services. You will be responsible for ensuring day-to-day quality service delivery,...


  • San Pedro Garza García, Nuevo León, México Sap Se A tiempo completo

    About the RoleSAP Basis and Performance Expert for ECS Enhanced Operations Service is a critical role within the Enterprise Cloud Services (ECS) Delivery organization at SAP. As a key member of the team, you will be responsible for ensuring day-to-day quality service delivery and achieving various service KPI and SLA's.Key ResponsibilitiesEnsure day-to-day...

  • Data Analyst

    hace 4 semanas


    San Pedro Garza García, Nuevo León, México John Deere A tiempo completo

    At John Deere, we're tackling the world's biggest challenges by investing in our people and technology. As an Operation Analyst, you'll be part of a team that's making a real impact on our rapidly growing world. Your expertise in databases, indexing, and information analysis will help us drive productivity gains and improve quality and consistency of our...


  • San Pedro Garza García, Nuevo León, México Sap Se A tiempo completo

    Job SummarySAP Basis Expert ECS Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS – Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.Key Responsibilities Ensure Day to Day quality service...


  • San Pedro Garza García, Nuevo León, México SAP A tiempo completo

    About the RoleWe are seeking an experienced SAP Basis Expert to join our ECS Enhanced Operations Service team. As a trusted advisor, you will be responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.Key ResponsibilitiesEnsure day-to-day quality service delivery and define, track, and achieve various...


  • San Pedro Garza García, Nuevo León, México Ace Hardware A tiempo completo

    Job Description:The Mexico Customer Service Account Specialist role at Ace Hardware is a vital part of our team, acting as a liaison between international retailers and vendors to ensure seamless order processing and exceptional customer service.About the Role:Act as a key point of contact for communication between International Vendors, Ace warehouse team...


  • San Pedro Garza García, Nuevo León, México Cemex, Inc. A tiempo completo

    Job DescriptionCemex, Inc. is seeking a highly skilled Service Visibility and Automation Specialist to join our team. As a key member of our organization, you will be responsible for driving innovation and excellence in service visibility and automation initiatives.Main ResponsibilitiesDevelop and implement smart service center dashboards and service-related...


  • San Pedro Garza García, Nuevo León, México SAP A tiempo completo

    About the RoleWe are seeking an experienced SAP Basis Performance Expert to join our ECS Enhanced Operations Service team. As a trusted advisor, you will be responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.Key ResponsibilitiesEnsure day-to-day quality service delivery and define, track, and achieve...


  • San Pedro Garza García, Nuevo León, México CEMEX A tiempo completo

    Job Title: Service Optimization and Automation ExpertCemex, a leading sustainable construction materials and solutions company, is seeking a Service Optimization and Automation Expert to join our team. As a key member of our Commercial Development team, you will be responsible for optimizing customer experience indicators and aligning them with the company's...


  • San Pedro Garza García, Nuevo León, México Sap A tiempo completo

    **Transforming Business with SAP**We're seeking a highly skilled Senior Server Management Specialist to join our Enterprise Cloud Services team at SAP. As a trusted advisor, you'll play a pivotal role in safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.**Key Responsibilities**• Ensure day-to-day quality service...


  • San Pedro Garza García, Nuevo León, México Johnson Controls International A tiempo completo

    Job Title: Customer Service Representative Jr.Job SummaryWe are seeking a highly skilled Customer Service Representative Jr. to join our team at Johnson Controls International. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service to our global customers.ResponsibilitiesProcess customer orders and...


  • San Pedro Garza García, Nuevo León, México SAP A tiempo completo

    Job Title: SAP Basis Expert ECS Enhanced Operations Service SpecialistAt SAP, we are seeking a highly skilled and experienced SAP Basis Expert ECS Enhanced Operations Service Specialist to join our team. As a key member of our Enterprise Cloud Services (ECS) Delivery organization, you will play a pivotal role in safeguarding and optimizing strategic...

  • Service Delivery Expert

    hace 2 semanas


    San Pedro Garza García, Nuevo León, México SAP A tiempo completo

    Role OverviewThe Service Delivery Specialist plays a pivotal role within the SAP ECS - Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services.Key ResponsibilitiesAct as the primary point of contact for the TSMs with the delivery...


  • San Pedro Garza García, Nuevo León, México Carrier A tiempo completo

    About the RoleCarrier Corporation's Air Management Systems team is seeking a qualified engineer to support their expanding footprint of vendor-produced injection molded fan and air management hardware. This position involves a mix of vendor relationship management, part inspection and quality assurance, cost reduction and productivity improvement, and...


  • San Pedro Garza García, Nuevo León, México Sap A tiempo completo

    **Transforming Businesses with SAP**We are seeking an experienced SAP technology professional to join our Enhanced Operations Service team. As a trusted advisor, you will be responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.**Key Responsibilities:**Ensure day-to-day quality service delivery and...


  • San Pedro Garza García, Nuevo León, México Citi A tiempo completo

    The Customer Service Liaison role at Citi is an exciting opportunity for a developing professional to apply their specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data.Key Responsibilities:Provide day-to-day client servicing, handling and providing timely resolutions to client issues.Validate client data and...