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Job Description
Responsibilities:
• Work closely with Quality Reviewers of all ranks across the business, to process EY Badge tickets.
• Quality Reviewer management – monitor workflow and track tickets against agreed turnaround times
• Client management - effectively manage client relationships by understanding their needs, providing tailored solutions, and ensuring a high level of satisfaction through regular communication and support.
• Learner management – monitor requests made to learner/employees by Quality Reviewers and update Service-Now accordingly
• Liase with Quality Reviewers and learners/employees to keep them updated on ticket progress and outcome
• Respond to queries from Quality Reviewers, learners/employees and the global deployment team
• Complete transactional reviews of experience documentation
• Process tickets in Service-Now
• Escalate any specific ticket issues to the Supervisor or Global Deployment team
• Support the induction of new team members.
• Seek to continuously improve internal practices to best in class standards.
Knowledge and Skills Requirements:
• Work closely with Quality Reviewers of all ranks across the business, to process EY Badge tickets.
• Quality Reviewer management – monitor workflow and track tickets against agreed turnaround times
• Client management - effectively manage client relationships by understanding their needs, providing tailored solutions, and ensuring a high level of satisfaction through regular communication and support.
• Learner management – monitor requests made to learner/employees by Quality Reviewers and update Service-Now accordingly
• Liase with Quality Reviewers and learners/employees to keep them updated on ticket progress and outcome
• Respond to queries from Quality Reviewers, learners/employees and the global deployment team
• Complete transactional reviews of experience documentation
• Process tickets in Service-Now
• Escalate any specific ticket issues to the Supervisor or Global Deployment team
• Support the induction of new team members.
• Seek to continuously improve internal practices to best in class standards.
Knowledge and Skills Requirements: