The main purpose of this position is to enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey. Actively engage stakeholders for information sharing purposes regarding quality findings and trends. Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

Key Responsibilities

• Daily Quality audits as per process requirement
• Provide Feedback to the agents for defects identified
• Conduct Customer repeat analysis for all the errors received from the clients
• Achieve monthly sampling numbers as per the target
• Complete feedback targets per the QSD
• Contribute brainwave ideas to improve the process
• Assist in preparing relevant quality reports
• Complete RCA for all defects identified ...