Holders of the Guinness World Record for the "Largest Fireworks Display" ever recorded and "Largest Pyrotechnic Image", Fireworks by Grucci is a sixth-generation, family-owned and operated company. Known as "America's First Family of Fireworks," the Gruccis have transformed the night skies to the delight of millions across the globe since 1850. They are world-renowned for pyrotechnic artistry, scientific innovation and old-fashioned values. Their signature performances include the official celebration of the 200th Anniversary of the National Anthem “Star Spangled Spectacular,†in Baltimore, countless performances in and around Las Vegas, NV., seven consecutive U.S. Presidential Inaugurations; the Olympic Games in Beijing, Salt Lake City, Los Angeles and Lake Placid; commemorations such as the Centennial of the Statue of Liberty and star-studded extravaganzas including the grand opening of the Atlantis Dubai and the Palm Jumeirah Island in the United Arab Emirates. On New Year’s Eve 2013, a stunning performance displaying 479,651 fireworks made its debut above Dubai’s iconic skyline. The Gruccis achieved their “Largest Fireworks Display†title with this performance and smashed the Guinness Book of World Record’s preceding mark. Phil Grucci currently serves as President/CEO of Fireworks by Grucci, Inc. and Pyrotechnique by Grucci, Inc., the manufacturing entity of the Grucci group of companies.... |
The objective of this role is to audit the work done by call center agents (LOBs like Chat, Inbound & Outbound ca BO,) The role also caters to incremental improvement to achieve process excellence.
Key Performance Areas (KPAs) & Principal Accountabilities:
Audit calls/chat/back office team of the call center, recorded or live, in order to assess compliance with protocols and quality parameters.
Developing and implementing quality control audit plans.
Monitoring and evaluating the team based on the key performance indicators (KPIs)
Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit\'s policies and procedures.
Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines
Maintain process SLAs
Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.
Requirements
Experience (Yrs & Field):
Prior experience of a minimum of 1 year in the quality process, continuous quality improvement, and quality standards, and Knowledge of different industries, sectors, and roles will be an added advantage
Added advantage to know NPS
Educational Qualification:
Diploma (essential)
Graduate (preferred)
Professional Certifications:
Hospitality/Six Sigma/Customer Experience
Key Performance Areas (KPAs) & Principal Accountabilities:
Audit calls/chat/back office team of the call center, recorded or live, in order to assess compliance with protocols and quality parameters.
Developing and implementing quality control audit plans.
Monitoring and evaluating the team based on the key performance indicators (KPIs)
Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit\'s policies and procedures.
Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines
Maintain process SLAs
Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.
Requirements
Experience (Yrs & Field):
Prior experience of a minimum of 1 year in the quality process, continuous quality improvement, and quality standards, and Knowledge of different industries, sectors, and roles will be an added advantage
Added advantage to know NPS
Educational Qualification:
Diploma (essential)
Graduate (preferred)
Professional Certifications:
Hospitality/Six Sigma/Customer Experience
