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1. Quality Audit Process
1.1 Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with CX standards.
1.2 Provide notification and process feedback to front line agents on observations gathered from call audits.
1.3 Demonstrates best practices in calls and email handling to agents.
2. Performance Management
2.1 Facilitates calibrations sessions. Able to convince all participants on recommendations in terms of applying agreed standards on interactions audited.
2.2 Performs quality analysis and can identify root cause and can create relevant action items to improve and sustain performance.
2.3 Facilitates review sessions with BU reps, contact center and SMEs to ensure that processes are aligned to current CX business SOPs
3. Process Improvement Initiatives
3.1 Supports in the implementation of plans and strategies designed and developed for rolling out quality initiatives to the operations team.
3.2 Provides recommendations on initiatives that will improve overall Quality and CSAT performance.
3.3 Drives process improvement programs i.e. Lean and Agile
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