Service Quality Officer

Job Purpose
Assists in developing, implementing and monitoring the quality performance measures for the contact center team ensuring continuous improvement in service delivery in line with Standard Quality Manual and adopted policies and procedures. Maximizes qualitative productivity, identifies gaps and recommends solutions that serve to enhance customers' experience and increase sales.

Key Result Responsibilities

• Assists in conducting market researches, benchmark, calibration sessions and surveys to identify/implement trends and best practices in service quality management; sets the quality standards based on best practices and business needs to enhance the process flow and working environment.
• Contributes in developing, implementing, and enforcing the Service Quality Assurance Manual that covers policies and operating procedures for the Contact Center activities.
• Provides assistance in suggesting, introducing and supervising enhancements to...