Officer - Quality & Process Management

Job description

**Core Responsibilities:** - Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs - Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality - Identify potential quality issues and initiate investigations in coordination with the leadership team - Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues - Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also. - Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience - Efficiently gather complete information to access and fulfill customer need. **Core Responsibilities:** - Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs - Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality - Identify potential quality issues and initiate investigations in coordination with the leadership team - Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues - Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also. - Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience - Efficiently gather complete information to access and fulfill customer need. **Graduate** :Yes **Masters/Postgraduate:** Optional **Desired Experience:** Minimum - year in the field. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.