Conduct training for new staff on the product knowledge.
Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives.
Align, review and improvise on internal quality standards and procedures.
Conduct training for Team Leaders on transaction monitoring.
Calibrate transaction monitoring with assessors.
Supervise transaction monitoring.
Design and implement quality processes jointly with relevant business units.
Recommend appropriate training, tools and develop methods to ensure superior level of service delivered by the call centre.
Perform checks on the efficiency and effectiveness of quality processes.
Analyse data relating to quality audits, customer feedback and work with relevant business units to improve service quality.
Perform root cause analysis and recommend changes/enhancement for continuous improvement.
Align internal service standards with industry benchmarks.
Increase staff recognition through various national and industry certification programmes and company reward and recognition programme.
Enhance service excellence by recommending and implementing national and international quality frameworks in the organization.
Administer Customer Feedback procedures of the company.
Conduct Internal Quality Audits in compliance with ISO.
Any other adhoc duties as assigned.
Job Requirements:
At least 3 years experience in customer service related field or call centre environment.
Candidate with ACTA/ACLP will be an added advantage.
Demonstrate clear and effective communication, both written and verbal.
Experience in quality assurance or similar capacity.
