Roles and Responsibilities

• Quality Assurance and Compliance
• Evaluate the performance and compliance of contact center interactions (calls, emails, etc.) through rigorous and consistent quality auditing
• Conducting regular assessments of group-wide customer engagement to ensure all touchpoints align with the company’s core customer experience standards
• Identify opportunities for process improvement and recommend actionable solutions to enhance service quality and customer satisfaction
• Collaborate with departments across the Group to address recurring issues, implement corrective actions, and improve customer journeys.
• Training, Coaching, and Staff Development
• Conduct Training Needs Assessments (TNA) to identify skill gaps within the Contact Centre team and other customer-engaging staff members.
• Facilitate onboarding and training sessions for new and existing staff on systems, customer service standards, and products.
• Provide one-on-one coaching and feedback sessions to improve communication, product knowledge, and problem-solving skills.
• Support agents in real-time by actively assisting them in responding to complex customer inquiries during live interactions.
• Conduct and analyze calibration outcomes to ensure consistency in agent quality evaluations, using the insights to refine evaluation tools, update training materials, and provide targeted feedback to agents.
• Operational Excellence and Process Improvement
• Actively monitor real-time adherence, call queues, and service level agreements (SLAs), making intra-day adjustments to staffing and schedules as needed.
• Identify and escalate operational bottlenecks that affect customer experience and propose practical solutions.
• Stay current on system updates, process changes, and customer engagement technologies to ensure effective and up-to-date service delivery.
• Review and maintain departmental Standard Operating Procedures (SOPs) to ensure they are current, practical, and compliant with ICEA LION and regulatory requirements.
• Partner with cross-functional teams to streamline workflows, eliminate inefficiencies, and enhance overall operational effectiveness.
• Conduct comprehensive analysis of customer feedback (NPS, CSAT) and interactions gathered from all touchpoints (calls, emails, surveys, social media, walk-ins) to identify systemic trends and patterns
• Reporting & Performance Monitoring
• Analyze quality data to identify performance trends, knowledge gaps, procedural issues, and areas for improvement at both the individual and team levels.
• Prepare and distribute regular quality reports for management, highlighting key findings, trends, and recommendations.
• Provide in-depth analysis and commentary on performance, highlighting achievements, challenges, and recommendations.
• Track the impact and effectiveness of quality initiatives and processes changes over time.

Requirements

• Technical Knowledge & Skills:
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Familiarity with Contact Centre technologies, including CRM systems
• Deep understanding of key Contact entre performance indicators (KPIs) and how they are measured
• Deep understanding of QA frameworks