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Quality & Process Improvement Officer

Techno tronics Verified

Lahore , Pakistan

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Posted Mar 12, 2016

PKR. 10,000 - 20,000/Month

Position Related:

  • To Identify and Analyze monitoring results at Agent level and propose actions which are impacting performance along keeping a track on those actions to ensure those are closed in timely manner.
  • Categorize defects based on impact to understand what truly drives Customer Satisfaction and dissatisfaction, and therefore what should be considered Critical and Non- Critical Errors at Quality Form
  • To Link Quality Results with Business Performance results – i.e. NPS, Customer Satisfaction and Dissatisfaction Scores etc.
  • Responsible to measure and manage Processes performance at Program and Agent Level
Your Typical day at Work:
  • Develop and Manage all Procoess and Standard Operating Procedures
  • Monitor all Customer Services Interactions i.e. (WebChat, Emails, Calls, SMS, Activations etc. (Or any other channel)on regular basis
  • Monitor Inteactions for business intelligence to obtain actionable data about the realities of the situation and what the customers are experiencing
  • Conducting root cause analysis and provide actionable data with visibility of Quality performance
  • Propose actions to improve the outliers performance
  • Conducting Calibration and Allignment session with all relevant stakeholders
  • Conducting one to one feedback sessions with agents
  • Responsible to measure and manage Proccesses performance
  • Act as a whistle blower for any urgent/major quality issues
  • Validate and share findings on all customer/client complaints

Skills

-Ability to analyse data and identify Trends
-Computer knowledge in general and specifically in Microsoft Office products
-Good Oral, Written and interpersonal communication skills
-Ability to provide effective feedback to agents in a constructive way

Job Details

Industry:
BPO
Functional Area:
Quality Assurance (QA)
Total Positions:
1 Post
Job Shift:
Second Shift (Afternoon)
Job Type:
Contract
Job Location:
Islampura, Lahore, Pakistan
Gender:
Male
Age:
20 - 30 Years
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
1 Year (Relevant Quality assurance experience in Customer Services)
Apply Before:
Mar 17, 2016
Posting Date:
Mar 12, 2016

Techno tronics

BPO · 11-50 employees - Lahore
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Providing Customer Services Support to international Clients based in UK and Europe

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