Job Purpose:

The role is responsible for Overall Quality Assurance result analysis agent wise (Call, Social Media and Mail). Design customer’s centric base to improve customers experience for quality service standard.

Main Responsibilities and Duties

• Listing simple size of call records/ Social Media and mail for individual agent skill improvement.
• Analysis of Customers Satisfaction vs. Dissatisfaction.
• Customers Satisfaction Measurements.
• Understanding key driver of Customer Satisfaction.
• Agents level Monitoring and site by site feedback
• Defining fatal error and report analysis.
• Measure customer’s quality score agents wise weekly/monthly and focus for improvement.
• Social Media reply content quality and improvement.
• Social Media quality response and content accurate index.
• Create Quality analysis Agents wise performance Indicator. 
• Any other quality related activities in call center.
• Do weekly Calibration with training team for better call quality management.
•  Conduct call listening join session for overall call handling skill improvement.
• Show improvement in AHT and reduction in repeat.
• Do process & compliance audits in Contact center.
• Draft Contact center policies for better quality delivery.
• Support contact center operation team Quality improvement opportunities.
• Share Monthly performance improvement report and do assessment with Managers.
• Publish CSO wise Quality score.(Min 15 calls each CSO)

• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Some experience in a call center or customer service environment preferred

Minimum Experience

• More than 5 years’ experience in Banking, Finance and Telecommunication Sector.
• Any Graduate 
• Proficient in relevant computer applications
• Good data entry and typing skills (both English & Myanmar)