Associate role at proSapient connecting private equity and consultancy clients with industry experts globally. Responsibilities include managing client briefs, expert sourcing, and communication.
VB
Hybrid Coordinator, Customer Service – Quality
Posted last month
About the role
- Quality Service Coordinator managing service quality KPIs and leading teams in the telecommunications sector at Vivo. Focused on process improvement and compliance in São Paulo, Brazil.
Responsibilities
- Quality KPIs Management: Drive excellence in quality KPIs (repeat repair rate, installation failure rate, TDNA) for activities performed by field technicians. Conduct quantitative and qualitative root cause analysis, and direct action plans with assigned owners, deadlines and projected gains.
- Audit and Compliance: Manage inspection teams to carry out audits according to current procedures, monitor resolution with vendors and act on action plans for non-conformities. Certify new technicians from partner companies according to the quality standard.
- Process Management: Participate in the development of new procedures and ensure their dissemination, understanding and compliance by field technicians.
- Automations: Identify opportunities with the team for automation/Artificial Intelligence, introduce new analytical perspectives and root-cause analyses, with a focus on improving operational results and customer satisfaction.
- Project Management: Organize and lead strategic projects, measure gains with responsible focal points, establish reporting routines and accountability for deliverables.
- People Management (Leadership): Manage teams by directing activities, conducting performance evaluations, providing continuous feedback and technical alignment, promoting collaborative work, effective communication and a positive organizational climate.
- Executive Reporting: Prepare executive materials structuring results, causes, risks, action plans and organization to convey objectivity and strategic feasibility.
- Vendor Management: Hold daily meetings with vendors alongside the team to improve results, provide online reports on indicator progress, manage conflicts effectively and drive action plans with the teams.
Requirements
- Ability to work under pressure and adapt to a dynamic, constantly changing environment/market;
- Strong interpersonal skills, ability to work with diverse teams and demonstrate leadership ownership;
- Experience in Telecommunications Networks and GPON fiber optics (written and practical tests may be required);
- Experience managing in-house and outsourced teams;
- Proficiency in Microsoft Office tools, especially PowerPoint and Excel (practical test may be required);
- Organized in routines and processes;
- Time management skills;
- Ability to self-manage;
- Easy adaptability, critical thinking, analytical mindset, leadership, initiative, creativity, good communication and interpersonal skills.
Benefits
- Position open to candidates with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Associate role connecting clients (Private Equity & Consultancy firms) with industry experts globally. Fast - paced environment requiring drive and exceptional communication skills.
Client Services Associate in a global Expert Network firm connecting Private Equity & Consultancy clients with industry experts. The role involves sourcing experts, managing client briefs, and project management.
Client Service Intern at We Are Social assisting in managing client accounts and relationships. Collaborating with teams to deliver projects and analyze market trends in social media.
Deputy Team Leader managing a team of up to 8 Analysts providing day - to - day services to ClearBank clients. Responsible for performance management and operational efficiency.
Client Services Specialist supporting clients in a leading trading platform, resolving inquiries via chat, email, and calls while ensuring client satisfaction.
Client Services Associate managing Debt Capital Markets operational aspects. Involves transaction management, client interaction, and compliance in a fast - paced environment.
Client Service Associate role assisting Financial Advisors in servicing clients and handling securities transactions. Responsible for administrative support and maximizing sales opportunities in a financial services company.
Client Care Specialist at Gateway Services assisting customers with inquiries and product orders. Delivering quality service through effective communication and operational skills while managing client expectations.
Customer Care Specialist providing client support through email and live chat in a fast - paced environment. Requires problem - solving and technical skills with flexible working hours.