Job Description:
- Perform transaction monitoring audits in accordance with the Authority’s agreed Marking Guidelines.
- Highlight and coach/arrange coaching the identified outliers on the respective non-compliance.
- To prepare and broadcast innovative quality initiatives like infographics.
- Execute investigations and provided findings as well as corrective actions in the event non-conformities are identified.
- Work with CCM, Trainer and Team Leaders on quality initiatives and facilitate reward programs.
- Perform Post Call Survey Validation and call out to lowly rated surveys to understand reason for failure.
- Validate Compliments and compile types of errors, service lapses/complaints and submit via Feedback Tracker to client weekly.
- Analyzes the raw data and identifies areas that require attention such as high occurrence of the same error and reoccurrence of error by same CSO.
- Highlight any concerns to CCM, Trainer and Team Leaders for discussion after coaching sessions.
- Providing inputs and ensuring that the required QA reports are completed in a timely manner for provision to client.
- To cover Trainer’s job duties during Trainer’s absence.
Requirements:
- Service Delivery (P2 - Intermediate)
