Contact Center Process Improvement & QA Assistant Manager
Bangkok, Bangkok City, Thailand
6 days ago
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Summary
Primary Responsibilities
Lead and Develop work process improvement & change implementation: Defining problems or opportunities by collecting information, analyzing, identifying potential opportunities, solutions and implementing them. The standard processes should meet ABO & customer expectations by identifying current industry best practices and implementing those best practices.
Control and manage teams in accordance with the processes or projects to standardized processes and specific times by controlling and evaluating changes according to the organization’s strategy. Establishing measurement systems for sustained performance improvements.
Lead and monitor customer Complaints and Suggestions on all service touch points and ensuring the day-to-day processes are maintained and reviewed regularly.
Monitor and evaluate/assess agents' performance concerning the quality-of-service offer through all channels.
Provide clear insight into performance drivers and the levers which impact performance. Perform mystery shoppers to ensure accurate and consistent information delivery to ABO & Customer.
Set quality standards and design evaluation programs to define service rules that meet customer needs by working with Contact Center Operation Team leader consistently.
Review performance at the supervisor/manager level to ensure area/everyone has the knowledge and skills required to effectively deliver on the established service commitments.
Provide tracking and reporting of Quality Assurance metrics.
Provide feedback regarding monitoring scores and identify strengths and weaknesses.
Identifies performance trends and provides recommendations for improvement.
Recommend training content additions/updates to improve intake staff training presentations/materials.
Create and analyze the Agent's performance reports, monitoring reports and provide appropriate tracking and evaluation mechanisms for management review. (Weekly, monthly, semi-annual, and annual)
Interprets and applies data analysis, standard practices, procedures, and protocols.
Support and assist in developing training and competencies based on market trends in quality and metrics.
Work with the Contact Center Operations team leader or training department to identify training needs.
Self-developed and learn new techniques to improve the work related.
Other duties and/or projects as assigned.
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