Ensure effective handling of all customer complaints in a professional and time efficient manner thereby increase customer satisfaction and retention.
Education / Qualifications: Bachelor’s Degree or equivalent
Knowledge: Good knowledge of QA, knowledge of customer service and local market practices
Experience: 2 – 3 years in Banking within Customer Service / TQM / Telebanking
Accountabilities:
Perform Call Quality for CCC, Complaint & Retention staff recorded calls with customers to ensure that staff performance meets GB Quality standards and protocol.
Ensure quality standards and services are maintained.
Perform Quality Audits as per approved procedure for CCC, Complaints and Retention.
Conduct one-to-one couching sessions with Teams staff to discuss the improvement needs as per the findings and analysis of “Quality, Complaints Employee Behavior & Complaints RFT” Reports.
Carryout group coaching in case of common issues conducted at the same Team.
Conduct Shadowing process with staff to ensure that QA standards and Management vision are implemented.
Address issues with the Teams Manager/Staff and communicate learning points for improvement.
Escalate all Findings and Issues in CCC, Complaints & Retention to Manager to be filtered and escalated further with the concerned area.
Provides sing-off to New staff after guaranties that staff meets quality standards before the go-live.
Escalate to Manager the proposals for enhancing workflow/process/system after understanding the existing workflow/processes/system scopes.
Conduct the Induction session related to QA to the new staff as per HR schedule.
Incidents and repeated issues and discuss progress with Manager on a regular basis.
Performs other duties in line with scope of work and as instructed by the direct manager.
Apply Online
Education / Qualifications: Bachelor’s Degree or equivalent
Knowledge: Good knowledge of QA, knowledge of customer service and local market practices
Experience: 2 – 3 years in Banking within Customer Service / TQM / Telebanking
Accountabilities:
Perform Call Quality for CCC, Complaint & Retention staff recorded calls with customers to ensure that staff performance meets GB Quality standards and protocol.
Ensure quality standards and services are maintained.
Perform Quality Audits as per approved procedure for CCC, Complaints and Retention.
Conduct one-to-one couching sessions with Teams staff to discuss the improvement needs as per the findings and analysis of “Quality, Complaints Employee Behavior & Complaints RFT” Reports.
Carryout group coaching in case of common issues conducted at the same Team.
Conduct Shadowing process with staff to ensure that QA standards and Management vision are implemented.
Address issues with the Teams Manager/Staff and communicate learning points for improvement.
Escalate all Findings and Issues in CCC, Complaints & Retention to Manager to be filtered and escalated further with the concerned area.
Provides sing-off to New staff after guaranties that staff meets quality standards before the go-live.
Escalate to Manager the proposals for enhancing workflow/process/system after understanding the existing workflow/processes/system scopes.
Conduct the Induction session related to QA to the new staff as per HR schedule.
Incidents and repeated issues and discuss progress with Manager on a regular basis.
Performs other duties in line with scope of work and as instructed by the direct manager.
Apply Online
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