Call Centers & Customer Care Outsourcing; Telecommunications
Functional Area
Not Mentioned
Job Description
Ensure overall quality objectives are met for the department across all lines of business
Monitor transactions and customer interactions to Identify opportunities for improvement including but not limited to Agent Mistakes leading to financial loss to the company
Ensuring that the agents provide quality service in line with the organizational objectives
Conduct routine calibration sessions to ensure all key departments are aligned
Provide domain knowledge to team members and others in the process.
Monitor Customer Survey Responses to improve quality of service and propose process improvements for better customer experience
Streamline monitoring, feedback, and other internal processes.
Track the productivity of quality specialists.
Take responsibility for the Quality / CSAT / Advisor Knowledge Scores of the team?s quality specialist monitor.
To guide the team and floor for attaining the same by using quality tools and techniques used to achieve business metrics.
Identify root causes of variances in metrics (if any).
Propose corrective/ improvement solutions based on facts and data, implement, and monitor improvement projects in the process.
Review the outcome of the corrective steps implemented.
Change Management - To quickly align to changes and expectations, through education, training, and special campaigns.
Will be responsible for setting up, devising, and guiding multiple participants through a series of programs to achieve the desired outcomes by way of experiential learning in a professional manner.
Get certified in the existing and upcoming Learning programs and practice consultative facilitation.
Learning Consultation- Collaborate and network with L&D counterparts across the Organization.
Act as a Learning consultant to provide end-to-end solutions to the stakeholders, look for synergies and upgrade the organizations approach to L&D.
Project Management- Manage various Learning Projects and programs independently and ensure that they are aligned with the business goals and requirements.
Work strategically with senior management to develop appropriate learning interventions, gamification, and AI-based Bots that anticipate and respond to clients? changes and requirements.
Learning facilitation- Facilitate Learning programs based on the organization?s priorities and key programs of activities, focused on adult learning methods ? convert knowledge of classroom-based training to delivery mechanisms such as e-learning and web-based learning.
Designing new processes & improving existing processes through process re-design˙
