Position at Ingram Micro
Job Description Template
Section 1 : Identifying Information
Position Title :
Associate Professional, Service Quality Assurance
Job code : 150843PHL
Grade : Date Prepared :
Date Prepared : September 20, 2018
Reports to :
Supervisor, Service Quality Assurance
Prepared by : Katherine Ibojos
Service Delivery Excellence
Business line :
All Lines of Business
Positions reporting to this position
Target team size : Country / City :
Country / City : Manila
Section 2 : Position Summary
Guidelines : Please provide a summary of the overall scope of the position.
The Service Quality Associate Professional supports at least a single process and works closely with Performance Readiness Training, Operations and the site team leaders to monitor set Service Quality performance standards and is responsible for the following :
Initial validation of reported incidents, escalations and errors received from internal / external customers of the process responsible for.
Creation and documentation of process performance audits conducted over identified opportunities areas in production.
Service Quality reporting of emerging trends, performance gap analyses and quick-win recommendations to Operations.
Assist the Business Process Improvement team specialists in their process-relevant studies and projects by providing Service Quality data as necessary by request.
Collaborate with the rest of the Service Delivery Excellence Team, other support groups, and Operations teams to provide relevant quality input gathered from all auditing activities conducted in the targeted areas of production to become instrumental in day-to-day simple solutions building.
Section 3 : Responsibilities, Supporting Actions & End-Results
Guidelines : List the essential responsibilities, functions and / or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results.
List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%).
The most important responsibility is not necessarily the one where the most amount of time is spent.
Major Responsibility : Service Quality Monitoring, Analytics,Feedback and Validation
Supporting Actions :
Conduct initial qualification, investigation and validation of all incidents reported and received by management from its process customers (internal / external).
Provide immediate feedback and recommendations to Operations on how to still possibly course-correct errors caught within timely internal auditing activities prior to impacting the processes’ customers and the company’s revenue, when applicable.
Provide quick recommendations of permissible solutions to Operations on how to manage encountered customer complaints and situations of impending revenue leakage to minimize the company’s exposure.
Participate in planning Service Quality audit and feedback strategies to effectively improve target production groups’ actual performance in Operations
Perform assessment of associate performance and / or execution of Ingram Micro standard process procedures through transaction monitoring, review and evaluation to ensure training-prescribed best practices are consistently followed in production.
Provide affected associates documented feedback and practical assistance regarding observed process knowledge gaps and procedural compliance opportunities for improvement
Provide statistical reporting over the teams’ quality performance through representation of actual internal and external customer (in-country partner) feedback, combined with internal error detection mechanisms implemented by means of targeted process audits.
Identify emerging trends and analysis of team and process opportunity areas leading to improved customer experience.
End Results : Completed monthly audit according to sample size per process / analytics and CAPA
Percentage : 60%
Major Responsibility : Maintenance and Operational Support / Stakeholder Management
Supporting Actions :
Collate and document real-time procedural updates provided by Ingram Micro regional counterparts for process documentation up-keep to assist the trainers and reinforce quality awareness of possible minor workflow modifications in Operations through small group feedback sessions conducted, as necessary.
Provide value-adding feedback and input to Operations management, regarding observed traction of the front-line teams’ compliance to company prescribed performance management standards;
synthesizing this data set with process audit results to come up with the program’s predictive level of Service Quality.
Facilitate periodic calibration sessions with Operations to ensure consistency of process guidelines interpretation, performance assessments and overall quality appraisal.
Attend team meetings, as cyclically scheduled, to keep abreast of latest developments within the team and the organization, provide departmental updates and to receive overall direction over the holistic goals and initiatives of the site SDE support tower.
Participate in synergy meetings with Operations and other various cross-functional departments on site, as necessary, to represent the team’s stake in matters concerning overall needs / gap analysis and / or process improvement.
End Results Calibration Sessions and Escalation Management
Percentage : 30%
Major Responsibility : 3.Other Tasks
Supporting Actions :
May be tapped to aid during NHT (New-HireTraining) for Service Quality guideline rollouts and Nesting, based on monitoring, briefing and debriefing requirements for recently on-boarded associates.
End Results : Quality Talk and Overview
Percentage : 10%
Section 4 : DecisionMaking Authority Level
Guidelines : Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.
Decisions free to make :
Managing deliverables to meet goals
Explain the decisions that depend on position’s advice :
Through audit results, Service Quality Associate Professional can assess the health of the Team od Process on Quality.
Service Quality Associate Professional can recommend action plans such as corrective and preventive
Example decisions that depend on position’s advice :
Process Improvement Plans
Audit Guidelines and Sampling
Post Mortem Analysis did the project succeed?
Through Feedback and Validation
Section 5 : Scope / Dimensions
Guidelines : List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).
Meeting Quality Audit Targets daily, weekly and monthly
Make Process Improvement suggestions for the Team / Process supported
Feedback Validation and Management
Calibration and Analytics
Section 6 : Job Qualifications and Educational Requirement
In possession of a 4-year bachelor’s Degree depending on the process to be supported. Minimum of 2 years plus of quality analysis, transaction auditing and production feedback experience required.
Knowledge of Quality Fundamentals
Knowledge and Experience in Coaching Techniques / Essentials
Average to above average Communication Skills
Should be proficient in Microsoft Office tools especially but are not limited to the following :
Should be proficient in other software / tools such as :
Rumba / Magellan
Has experience in a Shared Support / Call Center / Business Process Outsourcing Set-up for at least 2 years supporting voice or non-voice process.
Self-directing to get results
High level of past achievement
High task orientation
Willing to sacrifice to get results
Persists in accomplishing the objectives despite obstacles and setbacks
Has a track record of exceeding goals successfully
Makes sound decisions, even in the absence of complete information
Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions
Is effective in a variety of communication settings, 1 : 1, small, large groups, or among diverse styles and position levels.
Provides timely and helpful information to others across the organization
Asks the right questions to accurately analyze situations
Acquires data from multiple and diverse sources when solving problems
Evaluates pros and cons, risks and benefits of different solution options
Section 7 : IM Competencies
Generally aware of new trends in field
Sometimes learns new concepts
Sometimes aware of personal weaknesses
Generallysets self-development goals
Relates comfortably with people across levels, functions and culture
Acts with diplomacy and tact
Builds rapport in an open, friendly and accepting way
Builds constructive relationships with people both similar and different to self
Some recognition of job conflict
May suggest solutions to conflicts
Some tolerance of difficult people
Follows through on commitments
Is Seen as direct and truthful
Practices what he / she preaches
Shows consistency between words and actions
Adequate emotional control
Shows temper only with provocation
Reasonably calm under criticism
Some ability to manage conflict
Section 8 : Other Information
Guidelines : Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.
It is critical that the Service Quality Associate Professional takes a proactive approach in keeping up to date with the ever-changing Ingram Micro landscape to ensure that the tasks are at par with Global goals.
It is critical the SQ is fully aware of the Process changes, updates and challenges of the Team supported. With this, the desired Quality goals are kept at a high standard through Quality control, assurance and improvement activities.