Technical Support Quality Coach

hace 2 semanas

San Francisco, Heredia, Costa Rica Moody's A tiempo completo
The Technical Quality Coach will have a strong focus on continual service improvements and meeting customer service goals. The Technical Quality Coach will function in a variety of consultative roles, including monitoring, mentoring, and training.

Functional Responsibilities:

  • Monitor and audit interactions between endusers and IT support
  • Review daily agent performance metrics
  • Ensure customer service standards are being met
  • Maintain thorough client knowledge and scoring procedures to accurately perform quality assessments
  • Adhere to audit schedule in a timely manner to achieve target of real time audit results
  • Schedule and conduct coaching sessions
  • Create and maintain action plans for improvement
  • Continuously identify new best practices and provide opportunities to help grow team members through training and coaching
  • Make recommendations on optimizing processes
  • Collaborate with senior leaders to establish and monitor key performance indicators (KPIs)
  • Advise on new training opportunities to prioritize new or enhanced training material
  • Proactively identify trends using data and feedback to address skill and capability gaps
Minimum education and work experience required for this position include:

  • Bachelor's required.
  • 3 years' experience in related fields
  • Knowledge of ITIL.

The key competencies for this position include:

  • Experience working with Level 1 and Level 2 Helpdesk / Deskside support
  • A good understanding of Moody's business and overall IT operations.
  • The ability or the potential to take on higher level responsibilities.
  • Demonstrated group leadership and the willingness to take on leadership roles.
  • Demonstrated willingness to go beyond the normal job requirements.
  • Demonstrated interest and engagement in infrastructure projects and QA testing
  • Ability to develop relationships with key stakeholders and end users to facilitate feedback and partnering on deliverables
  • The ability to complete all tasks and projects in a timely manner
  • The ability to conduct themselves in a mature and professional manner towards clients and coworkers (accountability, use of good judgment, provide proper followup)
  • Good organizational skills and excellent demonstrated troubleshooting and crisis management abilities.
  • Strong communication skills and the ability to interact with business users at all levels in the organization.
  • Known as a motivated team player with the ability to work with mínimal supervision.
  • Strong working knowledge of Microsoft Windows 10.
  • Strong working knowledge of Microsoft Office 365 (Word, Excel, PowerPoint, OneDrive, and Outlook).
  • Working knowledge of Audio Visual technologies
  • Understanding of network protocols including DNS, Cisco Telephony, and equipment (routers/switches)
  • Knowledge with mobile technology including Android and iOS
Moody's Information Technology - Workplace Services


For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement.

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.

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