To monitor of calls / chats and evaluate performance of staff with regards to the quality of their service and sales techniques.
To conduct mystery shopping to customers & staff to measure their overall satisfaction with the call experience.
To assist in evaluating overall quality of calls for the center and make necessary recommendations to raise the standard.
Provide feedback and suggestion on improving service scripts to achieve quality requirements.
To track that service promises made are fulfilled from end to end & check gaps in processes/ fulfillments/execution.
To assist in the capture and report of customer feedback towards continual product development and make recommendations for product / process improvements based on the customer experience and feedback.
Think creatively and challenge existing procedures to facilitate ongoing change based on customer feedback.
To work closely with QCC, team leaders and Unit Manager to make recommendations for training and dispel any ambiguity