Executive, Training and QA (Contact Centre)

The role of the QA executive is to ensure the standard of service quality at the Contact Center is consistently provided to our customers over various channels of contact i.e. phone emails web chat etc. Focusing on complexity non-routine and escalated contacts

The QA role works to improve customer experience by developing and executing quality assurance processes (review and feedback for our CSOs) that helps CSOs understand and deliver an experience customers expect.

The role calls for one who is passionate in improving customer experience and nurture people to WOW customers.

The jobholders responsibilities are:-

Monitoring and Evaluation

• Conduct quality assessment and transaction monitoring for voice and non-voice interactions handled by Contact Centre team
• Assess quality issues conduct root cause analysis recommends insights develop improvements plans and collaborate with frontline teams to improve quality performance.
• Provide weekly coaching i.e. Face to Face to Individuals and Teams to improve quality performance
• Coordinate and facilitate call calibrations sessions with team leaders and CSOs

Reporting and Feedback

• Research understand customer expectations and needs through monitoring and data analysis of customer satisfaction rating responses to provide trend data to management team
• Review existing workflows SOPs and proactively create and innovate methods to improve service standards and call/email/live chat quality and communicate effectively to frontline teams and management team
• Provide feedback and actionable data to various internal groups like operation managers and team leaders

Process Improvement

• Analyze CSAT data and provide insights to identify trends and develop actionable plans for service and process improvements
• Collaborate with operations teams to refine workflows and improve customer satisfaction.
• Participate in the development of quality frameworks and scorecards.

Policy and Compliance

• Ensure compliance to regulatory requirements for both voice and non-voice interactions
• Collaborate with Risk and compliance and other stakeholders to develops standards to ensure the protection of customer data.
• Keep abreast of latest organizational changes in products and processes

Compliment and Complaint Management

• Investigate Complaints and provide recommendations/action plans to prevent future occurrences
• Review and Endorse Compliments to ensure compliance to quality standards
• Actively involved in communication forums conducted by Team Leaders with CSOs

Communications and Collaboration

• Conduct Mystery calls externally and internally to measure/benchmark CC performance and keep up with industry best practices

Undertake any assignments as and when assigned

Qualifications

• Bachelors Degree/ Diploma
• Insurance Certifications BCP/PGI/HI/M9 preferred
• 2-5 years relevant experience in working in Contact Center and/or Insurance industry preferred
• Strong in Microsoft Office Suite
• Multi-media (audio video web-based systems)
• Familiarity with Contact Centre Management tools telephony systems and matrix
• Ability to work efficiently in a high demand team oriented and fast-paced environment
• Excellent listening and analytic Skills
• Self-directed organized and project a professional image
• Excellent verbal and written communication skill with a strong attention to detail
• Good Customer Service and Motivational Skills
• Strong ability to handle multiple priorities and projects concurrently