Job Purpose :
Evaluate and monitor the quality of calls, web chat, facebook handling, and Transaction audit and product applications for contact Centre staff while providing feedback and coaching for improvement
Principal Accountabilities :
Call monitoring, coaching and feedback to CCAs responsibility for delivery of the defined customer experience in every call.
Evaluate overall quality of calls for the center and make necessary recommendations to raise the standard.
Provide daily / weekly MIS of call monitoring, coaching and feedback.
Work closely with Quality Call Supervisor to maintain the data for calls and errors.
Ensure entire department is communicating to customer as per the standard scripts which are set by the department and approved by Service Quality.
Conduct transaction audit by listening to calls or report checking for calls, web chat, facebook, product applications etc.
Provide required training and feedback sessions.
Identify and recommend the training requirements based on the evaluation done.
Satisfactory resolution for all internal customers problems and system / access related complaints and make root cause analysis to avoid reoccurring in future
Staff Improvement based on training and coaching sessions provided
Identify and reduce errors based on transaction audit
Education and Experience
Bachelors Degree in a Finance / Commerce discipline
2 to 3 years’ experience in banking / customer service