- To lead the Quality Assurance team and the Complaint Management Unit in an efficient manner.
- To enable the Quality Executive's and the Complaint Management Unit officers and supervisors to handle the role effectively and bring in step change into the way they operate such that it helps benefit the customers and the employees.
- To bring about improvement in monitoring, coaching and tracking methods within the Quality Executive team.
- Ensure effective and timely resolutions to pending issues relating to customer complaints. Bring in new ideas and processes to ensure better customer service at the contact centre and the related areas of concern.
- Ensuring that customers receive a high level of service in terms of consistency, efficiency and professional service.
- Ensure least complaints and timely resolutions to logged complaints at all times.
- Responsible for the Enterprise Contact Management Quality Assurance function by way of Customer Service objectives.
- Responsible for ensuring process improvements and reduce customer complaints.
- Focusing on effective service delivery especially for new products/ service launches by ensuring that all Quality Assurance staff are trained in all products and services & geared to do the monitoring.
- Responsible for continually enhancing the Customer Satisfaction levels.
- Coach and mentor direct reports as and when required & review performance of theirs on an ongoing basis.
- Ensure Call Calibration sessions among evaluators on a weekly / monthly basis and Team leaders & monitor results.
- Responsible for recommendation on process improvements that would contribute to higher levels of customer satisfaction and employee satisfaction.
|
| |
