Job Description
As a Project Intern, you will contribute to impactful short-term projects and gain hands-on experience in a fast-paced, professional environment. This internship offers the opportunity to develop practical skills, apply your knowledge to real-world challenges, and explore your career interests.Applications are reviewed on a rolling basis, so we encourage you to apply early.Responsibilities:1. Process improvementsAnalyse OnCall ticket processing performance to monitor SOP effectiveness in order to have close-loop tracking for SOP improvements.Analyse key gaps in long resolution time, or low satisfaction rate, or low close-loop rate labels for SOP optimisation to improve resolution handling time and rate.Assist SOP PM with Full Revamp of SOP to ensure contents are updated.Assist to restructure SOP for better agent user friendliness in order to improve resolution rate and solution accuracy.Work with SOP PM to explore potential AI improvement projects to improve service handling / automations.
Responsibilities + Skills
Education
Conduct ticket quality analysis as well as corresponding root cause analysis to identify operational gaps.Identify and initiate improvement actions to narrow down the quality gaps.Assist QA Program Manager to drive quality improvement in country OnCall team and BPO OnCall team.
Experience
