Responsible for the overall service quality of NPS and customer VOC related ensures all respective stakeholders resolves the customer issues.

Data reporting to management on NPS/VOC and pull down the number of issues.

Implement VOC closed loop process flow across Territories/ VCs/ FCs and ensures all FTR/ NFTR tickets resolves within agreed SLA.

Follow and build escalation matrix for VOC handling process.

End to end closure of Fraud related issues and share reports.

Prepares NPS and VOC performance report by collecting, analyzing and summarizing data on each detractor trigger and closed loop. 

Weekly, monthly, quarterly and yearly of NPS and VOC reporting to Territories/ VC/ FC and senior management. 

Ensure internal and external issue resolution and data analysis with relevant stakeholder for follow up actions. 

Coordinate with VC’s and closure of key concern points captured on detractor’s feedback.

Coordination with Tech team if any NPS portal related issues and deliver phase wise progress update.

Coordinate with marketing for any service contents to be released or communicated to customers.

Keep abreast with up-to-date knowledge of emerging trend in Virtual Customer Service operations management and financial sector.

Explore convenient ways of NPS survey and customer engagement.

Comparison of impact of customer VOC on revenue and cost model.

System integration of NPS/ VOC for feedback collection over SMS/other social media platform.

Explore innovative way of service quality improvement and integration with other platform  in line with company strategy.

Experience working in Customer Service Center of banking / financial services/Digital Banking would be an added advantage.

Ability to command both spoken and written in Myanmar and English.

Strong knowledge in Microsoft Office and Virtual Customer Service related applications.

Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.

Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.