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 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. […]
Daily Quality audits as per process requirement
Provide Feedback to the agents for defects identified
Conduct Customer repeat...