Posted Oct 17, 2021
The primary purpose of the job is to monitor and analyze the calls/chats of all company staff to ensure the performance standard and customer interactions are up to mark. CQA Executive also identify any training or coaching need for staff based on monitoring of their call logs.
Integrity
Officers must be honest and straightforward in all their activities. This further implies that they shall not knowingly be associated with any activity or other information where it either contains a false or misleading statement or contains statements or information furnished recklessly or any information that is required, is omitted on purpose.
ConfidentialityOfficers will not only keep information confidential or a secret, but also take all reasonable steps to preserve confidentiality. All information obtained or generated by the CQA Department is assumed confidential and should not be disclosed to anyone other than the stakeholders as per SOPs.
Key Competencies
- Attention to detail
- Communication skills - verbal and written
- Data collection, management and analysis
- Problem analysis and problem-solving
- Planning and organizing
- Judgment
- Decision-making
- Customer service orientation
- Teamwork
General Purpose
Responsible for ensuring a product or service meets the established standards of quality including reliability, usability and performance.
Job Responsibilities of Officers:
1. Devise sampling procedures and directions for recording and reporting quality data (Internal/External)
2. Sharing calls and chats based on the duration of listening to properly manage workload
3. Maintain calls and chats logs to report daily working
4. Monitor calls/chats critically to highlight the variances in services
5. Based on the call/chat analysis highlight the problem calls and chats
6. Creating daily calls/chat reports to highlight the problem calls
7. Ensure staff voice quality and product knowledge is up to mark
Job Details
Aftab Currency Exchange Ltd
Aftab Currency Exchange Ltd. is a UK incorporated Company that is part of the well-established Aftab group companies and has been operating in the North West of England since 2002. Our head office was the starting point of the UK success story when we commenced business with retail clients and two business associates we now have our London branch in South West London and have over the past 9 years expanded our coverage through the use of agents across the UK and now boosts a network of more than 280 business associates and agents using the Aftab Currency Exchange name which we have worked hard to maintain our credibility and trusts within the Pakistani community.
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