Experience: 3 years

Job Description:

• Analyze Voice of the Customer (VOC) and behavioural information to understand customer satisfiers and dissatisfiers
• Establish and measure Contact Centre quality index on a monthly basis with the aim to identify gaps in either processes or soft skills for improvement
• Achieve desired contact outcomes with the aim to meet both customer and business expectations
• Review established work procedures (workflow) with the aim to improve service to the customer
• Ensure that all evaluators are well-calibrated for transaction monitoring
• Be the judging panel for Service Model Calls with the objective of identifying good staff
• Evaluate Complimentary Letters and measure staff performance
• To implement initiatives or programs to instil and encourage positive cultural changes to customer experience.
• Involved in ad-hoc tasks assigned by superior.