Proactively identifies opportunities and coordinates with different functions – contact center, training, workforce, and reporting towards quality improvement
Drive investigation of highly sensitive issues affecting customers, working with different teams to understand why and what happened
Identify process improvement opportunities in line with intelligent operations framework and drive projects to accomplish them
Identify automation and analytics projects and work with support teams to execute them
Design solution (Automation & Process improvements) that are modular and can be replicated and look for replication opportunities for solution being developed.
Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to client contract agreement.
Driven customer related surveys - CSAT, VOC, NPS, Resolutions (or similar metrics)
Ensure that risk controls, checkpoints, relevant assurance processes are embedded throughout the lifecycle of information, systems, applications, and services
Perform other security related assessments and reviews of covering management systems, organizational controls, technical and physical security measures to ensure that safeguards are adequate to protect the business and mitigate risks.
Total 10+ years of Training and Quality role in Banking, Finance and Accounting
Ability to work with multiple priorities, handle several programs, ability to collaborate across the ecosystem, build trust with key business units, be able to provide a consultative approach while having program expertise on customer experience processes
Experience in Workforce Command Center under BPO industry