About the role
Role
- Conduct audits, analyse performance metrics, and align insights across sources to meet SLA expectations
- Define strategy and sampling for auditing the interactions which happened through voice calls, chats, emails, social media, branch walk-ins, forms received through courier etc
- Develop and maintain robust quality metrics to communicate performance across the organization
- Own goal setting, monitoring, and measurement, including regular updates and presentations to senior leadership on Quality performance
- Map customer-related processes, identify gaps, perform RCA, and recommend sustainable solutions
- Act as the Voice of the Customer (VOC) by engaging with various departments to enhance service delivery
- Proactively identify potential customer issues and drive mitigation measures
- Bridge the gap between CSAT & Quality score in order to improve customer experience
- Hands on experience in implementation of Speech Analytics and quality monitoring tools