Customer Service Lead

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Job Details
Full-time2 hours ago
Full Job Description
About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Quality Assurance

Assess and measure the quality of service given by operators through monthly ticket review

Responsible for reporting of QA measurement within Client Services

Conduct Quality audits of staff performance through call analysis (dependent on call recording being implemented), side by side listening & QA of tickets

Identify gaps & conduct ongoing training as needed

Provide call coaching & call mentoring as required

Ensure we meet all compliance & regulatory obligations


To maintain and promote complete customer satisfaction by supporting the team and assisting them in responding efficiently to customer enquiries and service requests and effectively resolving all customer issues

Support the CS Manager in the management of all systems affecting customer service through system enhancements, process documentation & improvement and implementation of service standards to ensure optimal performance

Contribute to a high performance team culture within the call centre

Improve relationships between merchants and Cardtronics by delivering quality service


Continuous development of induction training program through identification of process changes & changing business requirements

Develop process and training documentation for example- Training manual, process cheat sheets etc.

Effective delivery of training for new Cardtronics employees

Identify and assess current and future training needs

Refresher Training for existing staff as required

Continuously reviewing the QA processes and making necessary recommendations to the Customer Services Manager

Contribute to the development of a skilled, professional and motivated team through training, ongoing coaching and regular constructive feedback.

Administration, continuous improvement, accuracy and quality assurance of processes, procedural documents and materials

Update WIKI as required to ensure all policies and processes are up to date & relevant

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

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